Senior Customer Success Manager
Apply locations United Kingdom time type Full time posted on Posted 3 Days Ago job requisition id JR106402 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. The goal of this Senior Customer Success Manager (CSM) is to establish lifelong partnerships between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision. As the CSM, you are the customer’s advocate and champion throughout their journey with Genesys. You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, revenue growth, and value realization. What You’ll Do:
The primary responsibilities for this role 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 for mutual success) Prescribe the adoption and use of product features/functionality and services to achieve key customer business outcomes Promote continuous growth through the relevant innovation path Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives Drive continuous improvement of customer advocacy measures Prepare and deliver territory plans to define account strategies and align resources Establish shared accountability with adjacent functions in key points of the customer journey including: Professional Services to ensure smooth implementations Renewal Managers to drive strong forecasting and renewal practices Sales to identify cross-sell/up-sell opportunities Ad-hoc duties as directed by Management Assist in driving internal strategic initiatives and continuous improvement programs You’ve been there and done this…
4+ years’ experience in a technology-related field Bachelor’s Degree in a technology- or business-related field Familiarity with CX (industry and technology) to drive consultative customer interactions Strong ability to build relationships and proactive engagement using digital touch capabilities Ability to manage/multi-task across assigned customer base Excellent interpersonal and presentation skills – both written and verbal Excellent verbal and written communication in English Positive attitude and high willingness to learn Leadership profile that unifies and inspires cross-functional teams Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight #LI-MC1 About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes. Visit www.genesys.com. Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process, please reach out to HR@genesys.com. Genesys is an equal opportunity employer committed to equity in the workplace. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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Apply locations United Kingdom time type Full time posted on Posted 3 Days Ago job requisition id JR106402 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. The goal of this Senior Customer Success Manager (CSM) is to establish lifelong partnerships between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision. As the CSM, you are the customer’s advocate and champion throughout their journey with Genesys. You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, revenue growth, and value realization. What You’ll Do:
The primary responsibilities for this role 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 for mutual success) Prescribe the adoption and use of product features/functionality and services to achieve key customer business outcomes Promote continuous growth through the relevant innovation path Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives Drive continuous improvement of customer advocacy measures Prepare and deliver territory plans to define account strategies and align resources Establish shared accountability with adjacent functions in key points of the customer journey including: Professional Services to ensure smooth implementations Renewal Managers to drive strong forecasting and renewal practices Sales to identify cross-sell/up-sell opportunities Ad-hoc duties as directed by Management Assist in driving internal strategic initiatives and continuous improvement programs You’ve been there and done this…
4+ years’ experience in a technology-related field Bachelor’s Degree in a technology- or business-related field Familiarity with CX (industry and technology) to drive consultative customer interactions Strong ability to build relationships and proactive engagement using digital touch capabilities Ability to manage/multi-task across assigned customer base Excellent interpersonal and presentation skills – both written and verbal Excellent verbal and written communication in English Positive attitude and high willingness to learn Leadership profile that unifies and inspires cross-functional teams Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight #LI-MC1 About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes. Visit www.genesys.com. Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process, please reach out to HR@genesys.com. Genesys is an equal opportunity employer committed to equity in the workplace. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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