CUSTOMER SUCCESS MANAGER

Customer Success Manager - 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. Our employees enjoy great benefits and perks like larger tech companies, with the independence to make a larger impact and take ownership of their work. Join us and help create the future of customer experience. Job Description The goal of this CSM role is to establish a lifelong relationship between Genesys and its customers by advising and equipping them to achieve their customer experience (CX) vision. Genesys CSM Purpose: Being the voice of the customer so that they achieve their business objectives through the delivery of empathy in each interaction. Key Responsibilities: The CSM is the customers advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure adoption of strategies, products, and services to help customers realize their business outcomes quickly. They work closely with internal teams to ensure customer onboarding, retention, and revenue growth. Responsibilities / Job Duties Manage a portfolio of customers, serving as their primary business contact throughout their CX journey. Understand customers business value drivers, success criteria, and KPIs to develop Customer Success Plans. Link and prescribe the adoption of product features and services to key customer outcomes. Establish regular Executive Business Reviews to track progress towards business objectives. Drive customer reference-ability and advocate for continuous improvement in customer satisfaction measures. Prepare and deliver territory plans to define account strategies and align resources. Collaborate with onboarding specialists, professional services, renewal managers, and sales teams to ensure smooth onboarding, implementation, and revenue growth. Required Qualifications: 5+ years experience in a technology-related field. Experience with Genesys is a plus. COPC certification is a plus. Bachelors Degree in a technology- or business-related field. Familiarity with CX industry and technology, with a consultative approach to customer interactions. Strong relationship-building and proactive engagement skills using digital tools. Ability to manage multiple actions across a customer base and thrive in a dynamic environment. Excellent interpersonal, presentation, and communication skills. Positive attitude and high willingness to learn. Leadership qualities that inspire cross-functional teams. Proficiency with productivity tools (PowerPoint, Excel, Word), CRM systems (Salesforce, Gainsight), and online communities. Travel requirement: 70%. Skills and Competencies: Analytics mindset with the ability to translate data insights into business impacts. Understanding how product adoption relates to business outcomes and prescribing its use accordingly. Our Values: Customer Focus: Building strong customer relationships and delivering solutions centered on their needs. Balancing Stakeholders: Anticipating and balancing the needs of multiple stakeholders. Strategic Mindset: Seeing future possibilities and translating them into strategies. How We Own It: Ensures Accountability: Holding self and others accountable for commitments. Plans and Aligns: Prioritizing work to meet organizational goals. Action Oriented: Taking initiative with urgency and enthusiasm. How We Interact: Collaborates: Building partnerships to achieve shared objectives. Manages Conflict: Handling conflicts effectively. Active Listener: Focusing on understanding others. Effective Communicator: Conveying clear messages tailored to audiences. Organizational Savvy: Navigating complex organizational dynamics. How We Show Up: Instills Trust: Gaining confidence through integrity and authenticity. Situational Adaptability: Adjusting approach to meet shifting demands. If referred by a Genesys employee, please use their link to apply. About Genesys: Genesys serves over 8,000 organizations worldwide, improving loyalty and outcomes through the Genesys Cloud platform. We are committed to diversity and equal opportunity in the workplace. #J-18808-Ljbffr