Enterprise Customer Experience Strategist

hace 2 meses


Bogotá, Bogotá D.E., Colombia Genesys A tiempo completo

As a key member of the Genesys team, you will play a vital role in empowering businesses to deliver exceptional customer experiences. With a strong background in technology and sales, you will be responsible for driving growth and success for our enterprise customers.

Company Overview

Genesys is a leading provider of cloud-based customer experience solutions. We empower over 8,000 organizations across the globe to improve loyalty and business outcomes through personalized and empathetic experiences.

Job Description

We are seeking an experienced Senior Customer Success Manager to join our CSM LATIN AMERICA team. As a trusted advisor to our customers, you will be responsible for managing a portfolio of enterprise accounts, developing tailored customer success plans, and driving adoption of our solutions.

Key Responsibilities:

  • Manage a portfolio of enterprise customers as their primary point of contact, providing high-touch engagement throughout their CX journey.
  • Understand customers' business value drivers, success criteria, and KPIs to develop actionable blueprints for mutual success.
  • Presume adoption and use of product features/functionality and services to achieve key customer business outcomes.
  • Establish regular Executive Business Reviews with customers to track progress towards stated business objectives.
  • Track and monitor adoption, facilitate renewal within assigned accounts, and put plans in place to avoid downsells or non-renewal.
  • Drive customer referenceability and continuous improvement of advocacy measures (e.g., Net Promoter Score).
  • Proactively identify potential business leads for further Genesys opportunities to support account growth, upsell, and expansion.
  • Prepare and deliver territory plans to define account strategies and align resources.

Required Qualifications:

  • 5+ years of experience in a technology-related field, including consulting and enterprise account management.
  • Bachelor's Degree in a technology- or business-related field.
  • Successful sales track record within a SaaS organization.
  • Extremely strong customer-facing skills, including ability to present to C-level and build relationships.
  • Ability to manage/multi-task multiple actions across assigned customer base.
  • Proactive mindset with strong conscientious follow-through.
  • Excellent interpersonal and presentation skills – both written and verbal.

Salary Range: $120,000 - $180,000 per annum, depending on location and experience.

Location: Flexible, with opportunities to work remotely or from one of our global offices.



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