Senior Customer Success Manager
Senior Customer Success Manager
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Job Description
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 6000 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.
Senior Customer Success Manager - Manila Philippines
The goal of this Senior Customer Success Manager role is to establish a life-long relationship between Genesys and Genesys customers in the Enterprise segment by advising and equipping them to achieve their customer experience (CX) vision. As the Senior Customer Success Manager you are the customers advocate and champion throughout their journey with Genesys. You will be highly consultative demonstrate thought leadership and recommend orchestrate and ensure adoption of the right strategies products and services to help customers rapidly realize their business outcomes. You will work closely with related functions in Genesys to ensure customer onboarding retention and revenue growth.
What Youll Do:
In this role the primary responsibilities will include (but are not limited to):
- Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement 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 referenceability 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 with 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
Youve been there and done this:
- Ideally with at least 7 years experience in tech-related field including consulting and enterprise account management
- Bachelors Degree in a tech or business-related field
- Experience in Contact Centers and/or CX (highly desired)
- Native Tagalog and Fluent English communication skills
- Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
- Strong ability to build relationships
- 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 online communities and social media platforms
- Willing to travel when necessary (<30% of the time)
#LI-AR2
#LI-Hybrid
If a Genesys employee referred you please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8000 organizations in over 100 countries 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 Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic personalized experience at scale. As the trusted platform that is born in the cloud Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time while driving stronger workforce engagement efficiency and operational improvements. Visit.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying you or someone you know may contact us at .
You can expect a response within 2448 hours. To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodationsuch as application follow-ups or resume submissionsmay not receive a response.
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
Required Experience:
Manager
Employment Type
Full-Time
