customer success Operations analystGenesys

Customer Success Operations Analyst
Are you a hard worker with passion for doing your job? Can you pay strict attention to detail and communicate the results of your analysis effectively? Genesys is looking for candidates like you!
Function/Purpose
As a Customer Success Operations Analyst within the Customer Success and Services Organization, you will be working closely with cross functional teams within Genesys to ensure data integrity and entitlement governance for our Cloud Partners and indirect customers.
Responsibilities
Collect and verify usage reports from Partners and send reports to Order Management for processing
Review and analyze data integrity incident requests from impacted customers and send credit memo request to Order Management
Assist cross functional teams with any billing inquiries for Partner Cloud/Subscriptions
Pull usage report and review billing data discrepancies upon request
Review and interpret partner and customer legal contracts to track minimum usage, special terms, data entitlement and governance
Maintain and track an active spreadsheet of current customer contracts with term start and end dates, Annual Contract Value and Total Contract Value
Working with cross functional teams, Customer Success Management, Business Operations, Finance, and Data Governance teams within the business or the management team to establish business needs
Provide feedback on internal operations to improve the delivery of services
Help identify any renewals needed with Renewal Management Team and Quote Analyst Team
Ensuring our partners are providing up to date purchase orders for their Pay Per Use Contracts
Be the main point of contact for partner cloud contract questions from channel managers
Required Qualifications
Ability to work well in a team environment
Strong interpersonal communication skills
Customer focused mentality
Service oriented and critical thinker
Ability to multitask and manage priorities with strong attention to details
Bachelor's Degree preferred or equivalent industry work experience
Ability to perform duties independently with general supervision
Ability to produce quality documentation
Knowledge of Microsoft Office Suite and Salesforce.com
Covid-19
Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.
About Genesys:
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Job Location
Manila, Philippines
Position Type
Full-Time/Regular
#LI-RS1
Covid-19
Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least December 31, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.
About Genesys:
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a ServiceSM, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit .
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Genesys

Manila City, Metro Manila
Permanent
Full-time