Principal Customer Success Manager Global Accounts

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.

Position Purpose

The goal of this role is to establish a life-long relationship between Genesys and Genesys global customers by advising and equipping them to achieve their customer experience (CX) vision.

You will need to accomplish this by taking a highly strategic and proactive approach to building lifetime senior level customer relationships. You need to have a deep understanding the customers business goals and pain points in order to make recommendations on how our products and services will help the customer adopt realize value and accomplish their overall business goals.

Global CSM are the customers advocate and champion throughout their journey with Genesys. They recommend orchestrate and ensure the 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 adoption retention and revenue growth.

Key Responsibilities

To be a strategic advocate and champion throughout the customers journey with Genesys. Recommend orchestrate and ensure adoption of the right strategies products and services to help customers rapidly solve their problems and realize their business outcomes.

Build relationships with senior customer executives and orchestrate account strategy through cross functional team alignment to ensure excellence in customer onboarding retention growth and advocacy. Coach and mentor other Customer Success managers. Share best practices with the global customer success community. Develop a strong relationship with cross functional colleagues.

Responsibilities / Job Duties

In this role the primary responsibilities will include:

Build effective relationships with C-Level executives in order to understand customers business pain points.

Be able to prescribe the relevant products and services that will solve the pain points and move the needle on their value drivers and KPIs.

Bring deep vertical knowledge and recommendations on the adoption of use cases and services to achieve the key customer business outcomes.

Create Customer Success plans that drive overall adoption and value realization.

Act as an escalation point to work with the cross functional colleagues to resolve issues quickly so as not to distract from strategic conversations with the customer.

Drive participation in Executive round tables peer reviews advocacy programs and other Genesys events.

Establish a regular cadence of Executive Business Reviews to track value realization and progress towards their stated business objectives.

Prepare and deliver account reviews to define and align account renewal and growth strategies.

Work in a cross functional account team to align on account strategy and operations:

Jointly with the Account Executive to manage the customer and identify cross-sell/up-sell opportunities and drive incremental bookings.

Solution Consulting to define personalized adoption and expansion of new capabilities

Professional Services to leverage their suite of services to drive adoption and value realization pre and post go live.

Technical Account Manager to jointly realize the technical and business success of the customers.

Renewal leaders to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.

Product Management to address product gaps and capture ideas.

Business Consulting to identify the value realization strategy.

Required Qualifications

10 years experience in a customer-facing role in a contact center or related industry.

1. Bachelors Degree in a technology- or business-related field.

2. Strong ability to build relationships and proactive engagement using digital touch capabilities.

3. Ability to manage multiple large complex global customers and experience with managing several millions in revenue.

4. Ability to thrive in a dynamic environment.

5. Excellent interpersonal and presentation skills both written and verbal.

6. Leadership profile that unifies influences and inspires cross-functional teams to meet the changing needs of customers.

7. Experience with productivity tools including PowerPoint/Excel/Word CRM tools such as Salesforce and Gainsight and online communities and social media platforms.

8. Fluent English and Spanish are required.

If a Genesys employee referred you please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more 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.