Sr. Customer Success Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. Job Description: 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. Department & Team: Customer Success Reports to: Sr Manager Customer Success Location: Colombia Summary: Positions in this job family specialize in using deep industry and business process to increase Genesys' product adoption and utilization. Activities include: - Identifying and supporting client satisfaction and retention activities, as well as opportunities for additional revenue through upselling and cross-selling; - Handling escalations and coordinating across other functional areas to ensure customer needs are met; - Building post-sales relationships with customers to drive and increase adoption and utilization of products and services; - Supporting customers to define product / services KPIs expected of customer team; - Monitoring customer success in using Genesys's products / services; Providing access to technical leadership for client escalations. 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. 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