Customer Success Management Advanced

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Customer Success Management Advanced

Apply locations: France

Time type: Full time

Posted on: Posted 9 Days Ago

Job requisition id: JR105681

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. 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

The Customer Success Manager (CSM) role aims 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 realize their business outcomes. You will work closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.

What You’ll Do:

• 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;
• 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;
• Onboarding Specialists to ensure new customers are systematically introduced into Genesys;
• Professional Services to ensure that implementations progress smoothly to go-live;
• Renewal Managers to drive strong forecasting and renewal practices;
• 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.

You’ve been there and done this…

• 6+ 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 approach to customer interactions;
• Translate data analysis into customer business impacts;
• Understand how the adoption of products relates to key business outcomes;
• Genesys knowledge is a plus;
• 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;
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight;
• Required: French & English Languages.

About Genesys:

Genesys empowers more than 8,000 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.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, please reach out to HR@genesys.com. You can expect a response within 24-48 hours.

This email is designed to assist job seekers who seek reasonable accommodation for the application process.

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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