Sr Customer Success Manager
hace 7 días
Build something new with a world-class team. At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you? Position Purpose The goal of this CSM role is to establish a life-long relationship between Genesys and Genesys’ customers in the Commercial and Mid-Market segment by advising and equipping them to achieve their customer experience (CX) vision. Key Responsibilities: - They are the customer’s advocate and champion throughout their journey with Genesys. - They 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): - Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey. - Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Advisor and customers can achieve mutual success). - Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes. - Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives. - Drive customer reference-ability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score). - Prepare and deliver territory plans to define account strategies and align resources. - Team and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to: - Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible. - Professional Services to ensure that implementations progress smoothly to go-live. - Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue. - Sales to identify cross-sell/up-sell opportunities and drive incremental bookings. Required Qualifications: - +7 years’ experience in a technology-related field. - Knowledge in Genesys & Call Center is a plus. - COPC certified is a plus. - Bachelor’s Degree in a technology - or business-related field. - Familiarity with CX (industry and technology) to drive consultative approach to customer interactions. - Strong ability to build relationships and proactive engagement using digital touch capabilities. - Ability to manage/multi-task multiple actions across assigned customer base. - Ability to thrive in a dynamic environment. - Excellent interpersonal, presentation skills - both written and verbal. - Positive attitude and high willingness to learn. - Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers. - Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms. - Travel
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