Customer Success Manager The goal of this Customer Success Manager (CSM) role is to establish a lifelong relationship 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 realise their business outcomes.
Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.
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 by which the Customer Success Manager and customers can achieve mutual success).
Prescribe the adoption and use of product features/functionality and services to the achievement of 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, 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.
Take on and assist in driving internal strategic initiatives and continuous improvement programs.
Required Qualifications Must to have: Italian, Spanish English fluency.
6+ years of experience in a technology-related field, including consulting and enterprise account management.
Bachelor's Degree in a technology- or business-related field.
Strong understanding of CCaaS technology, platforms, partners, terms, business practices, KPIs, and features.
Bonus if Genesys-specific.
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.
Ability to thrive in a dynamic, competitive environment.
Proactive mindset with strong conscientious follow-through.
Excellent interpersonal, presentation skills – both written and verbal.
Positive attitude, conscientious follow-through, and high willingness to learn.
Leadership and communication 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 online communities and social media platforms.
Travel
