Senior Customer Success Manager

hace 1 mes


Bogotá, Colombia Genesys A tiempo completo

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. Join the team and create the future of customer experience together.

Job Title: Senior Customer Success Manager

Department & Team: CSM LATIN AMERICA

Reports to: Senior Manager Customer Success

Summary: Key Responsibilities

CSMs are the customer's advocate and champion throughout their journey with Genesys. They are highly consultative, demonstrate thought leadership, and recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. They work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.

Responsibilities / Job Duties

In this role, the primary responsibilities will include (but are not limited to):

  1. Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journey.
  2. Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Customer Success Manager and customers can achieve mutual success).
  3. Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes.
  4. Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives.
  5. Track and monitor adoption and facilitate renewal within assigned accounts. Put plans in place to avoid downsells or non-renewal.
  6. Drive customer referenceability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score).
  7. Proactively identify potential business leads for further Genesys business opportunities to support account growth, upsell, and expansion.
  8. Prepare and deliver territory plans to define account strategies and align resources.
  9. Team with and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to: 1) Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible, 2) Professional Services to ensure that implementations progress smoothly to go-live, 3) Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue, 4) Sales to identify cross-sell/up-sell opportunities and drive incremental bookings.
Required Qualifications
  1. 5+ years of experience in a technology-related field, including consulting and enterprise account management.
  2. Bachelor’s Degree in a technology- or business-related field.
  3. Successful sales track record within a SaaS organization.
  4. Extremely strong customer-facing skills, including ability to present to C-level and build relationships.
  5. Ability to manage/multi-task multiple actions across assigned customer base.
  6. Ability to thrive in a dynamic, competitive environment.
  7. Proactive mindset with strong conscientious follow-through.
  8. Excellent interpersonal and presentation skills – both written and verbal.
  9. Positive attitude, conscientious follow-through, and high willingness to learn.
  10. Leadership and communication profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers.
  11. Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms.
  12. Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features. Bonus if Genesys-specific.
  13. Travel

  • Customer Success

    hace 6 días


    Bogotá, Colombia Buscojobs Colombia A tiempo completo

    Customer Experience (Cx) Manager Bogotá, Bogota D.C. INGEPSY Hoy PLEASE SUBMIT YOUR CV IN ENGLISH Job Description: We are seeking a Customer Experience (CX) Manager to lead and optimize our customer experience strategies. Customer Service Manager Bogotá, Bogota D.C. NielsenIQ Hoy Job Description: The role will be to manage and develop a...


  • Bogotá, Cundinamarca, Colombia HRprofile A tiempo completo

    HR Profile, a consulting firm specializing in recruitment and selection of professionals for the LATAM region, is seeking an **Manager** **Customer Success ** for our client, a multinational company specializing in digital development and agile solutions, with operations in the USA, Chile, Mexico, and Colombia. **Objective**:As a Customer Success Manager,...


  • Bogotá, Cundinamarca, Colombia HRprofile A tiempo completo

    HR Profile, a consulting firm specializing in recruitment and selection of professionals for the LATAM region, is seeking an **Manager** **Customer Success. **experience in EMS systems and/or in the phases of selection, design and implementation of energy management systems will be an asset, for our client, a multinational company specializing in digital...

  • Customer Success Manager

    hace 3 semanas


    Bogotá, Cundinamarca, Colombia Avolution A tiempo completo

    Do you want to be part of a dynamic team that works with some of the largest organizations across the globe? Do you want to work in a fully remote, collaborative environment with hard-working and friendly co-workers? If so, we want to talk to you. ABOUT THE COMPANY The best of all worlds: join Avolution, a highly regarded, worldwide, financially sound...

  • Customer Success Manager

    hace 3 semanas


    Bogotá, Colombia Avolution A tiempo completo

    Do you want to be part of a dynamic team that works with some of the largest organizations across the globe? Do you want to work in a fully remote, collaborative environment with hard-working and friendly co-workers? If so, we want to talk to you. ABOUT THE COMPANY The best of all worlds: join Avolution, a highly regarded, worldwide, financially sound and...

  • Customer Success Manager

    hace 1 semana


    Bogotá, Colombia INGEPSY A tiempo completo

    Do you want to be part of a dynamic team that works with some of the largest organizations across the globe? Do you want to work in a fully remote, collaborative environment with hard-working and friendly co-workers? If so, we want to talk to you. ABOUT THE COMPANY The best of all worlds: join Avolution, a highly regarded, worldwide, financially sound...

  • Customer Success Manager

    hace 1 semana


    Bogotá, Colombia Avolution Limited A tiempo completo

    Do you want to be part of a dynamic team that works with some of the largest organizations across the globe? Do you want to work in a fully remote, collaborative environment with hard-working and friendly co-workers? If so, we want to talk to you. ABOUT THE COMPANY The best of all worlds: join Avolution, a highly regarded, worldwide, financially sound...


  • Bogotá, Colombia Netskope A tiempo completo

    **About Netskope**: Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. **About the...


  • Bogotá, Cundinamarca, Colombia HRprofile A tiempo completo

    **HR Profile**, a consulting firm specializing in recruitment and selection of professionals for the LATAM region, is seeking an **Customer Success Manager** for our client, a multinational company specializing in digital development and agile solutions, with operations in the USA, Chile, Mexico, and Colombia. **Objective**: As a Customer Success Manager,...

  • Customer Success Manager

    hace 1 semana


    Bogotá, Colombia Sagan A tiempo completo

    Job Title: Customer Success ManagerLocation: Remote (EST Time zone)Salary Range: up to 3500 USDWork Schedule: Monday - Friday, 9:00 AM to 6:00 PM (EST)NOTE: INDEPENDENT CONTRACTOR POSITIONCompany Overview:Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We...


  • Bogotá, Colombia Sagan A tiempo completo

    Job Title: Customer Success ManagerLocation: Remote (EST Time zone)Salary Range: up to 3500 USDWork Schedule: Monday - Friday, 9:00 AM to 6:00 PM (EST)NOTE: INDEPENDENT CONTRACTOR POSITIONCompany Overview:Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We...

  • Customer Success Manager

    hace 22 horas


    Bogotá, Colombia INGEPSY A tiempo completo

    Job Title : Customer Success Manager Location : Remote (EST Time zone) Salary Range : up to 3500 USD Work Schedule : Monday - Friday, 9 : 00 AM to 6 : 00 PM (EST) NOTE : INDEPENDENT CONTRACTOR POSITION Company Overview : Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the...


  • Bogotá, Colombia SAP SE A tiempo completo

    Customer Success Manager (CSM) - SAP Academy for Customer Success - Colombia We help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We focus every day on building the foundation for tomorrow and creating a workplace that embraces...


  • Bogotá, Cundinamarca, Colombia TapClicks A tiempo completo

    **About The Role**: As a Customer Success Manager, you'll be responsible for owning the holistic client relationship, from onboarding and maintaining revenue to uncovering further opportunities and growing our partnership. You'll be the face of TapClicks. Beyond working directly with the client, you'll work cross-functionally with the Product team,...


  • Bogotá, Bogotá D.E., Colombia Bizagi A tiempo completo

    Bizagi is a global software company that's part of the rapidly expanding cloud automation market. We're looking for talented individuals who can help us innovate and grow. Our team is passionate about diversity, culture, and our customers.We're a company that's born in LATAM with a strong presence in EMEA and growing fast in NAM. Our vision is to be the best...


  • Bogotá, Cundinamarca, Colombia SAP A tiempo completo

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...


  • Bogotá, Cundinamarca, Colombia SAP A tiempo completo

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...


  • Bogotá, Bogotá D.E., Colombia Hubspot A tiempo completo

    Unlock Growth with HubSpotAt HubSpot, we're passionate about empowering businesses to thrive in today's fast-paced market. As a Strategic Customer Success Manager, you'll play a critical role in driving exceptional customer experiences and sustainable growth for our clients.About the RoleIn this dynamic position, you'll collaborate with cross-functional...


  • Bogotá, Cundinamarca, Colombia SAP A tiempo completo

    **We help the world run better** At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...


  • Bogotá, Colombia InEvent A tiempo completo

    ABOUT INEVEN T InEvent is an innovative and fast-paced B2B startup that develops intelligent solutions for hospitality and marketing within large enterprises, creating high-level management for the c-level suite and robust operational tools for analysts and managers. WHO WE ARE InEvent is a remote event tech company with InEventers in over 13 different...