senior manager, Customer successGenesys

Job Title: Senior Manager, Customer Success
Location: Manila
This role will manage a team of Customer Success Managers that work with our segment of smaller customers. The successful candidate in this role will work with the U.S.-based Vice President of Customer Success to further design and execute a comprehensive program to support onboarding, adoption, expansion and renewal of service subscription customers by understanding and enabling achievement of their desired business outcomes. Responsibilities:
Lead a team of Customer Success Managers to deliver outstanding customer engagement
Own key metrics for the team such as timely onboarding, revenue retention, renewal rate, product adoption metrics, and NPS score
Prepare quarterly business reviews to Customer Success leadership and Operations to advise on strategic initiatives and engagement strategies for your customer portfolios
Provide data and input for the customer portfolio revenue forecasting process
Manage performance of your team to deliver Genesys' customer retention and revenue growth objectives for hundreds of customers in the small/Velocity segment
Monitor key performance indicators in team meetings and individual 1:1s with your team to ensure delivery against agreed targets and business priorities, and timely management of customer risk
Work with the defined Customer Journey Map to define robust, efficient and scalable processes for customer engagement
Work closely with Customer Success Leadership and Operations to define, implement and iterate upon Playbooks (customer journeys) which improve the customer experience, support retention, enable growth and drive measurable increases in efficiency
Create standard materials for customer lifecycle touchpoints
Continually improve measurement and reporting of individual and team performance
Manage escalations from team members and customers
Create, manage, and drive program feedback loop
About You
You have a passion to drive customer engagement using technology and business applications to help customers achieve their business outcomes. You are comfortable with the use of data to make decisions and improve the performance of your team.
As a leader, you are emotionally intelligent and have empathy for customers, your team and other stakeholders in the organization. You are both proactive and pragmatic by nature, able to progress initiatives even when things are not 100% perfect.
You excel in environments where you do not have a clear and defined path. Where there is no path, you make your own and lead the way for others with assertiveness, confidence, and enthusiasm.
Minimum Requirements:
Bachelor's Degree
3+ years' experience in a People Management role
5+ years' experience in Customer Success, Account Management or similar customer-facing role
5+ years' experience within a B2B organization
Strong analytical and problem-solving skills, with a solution-oriented mindset
Excellent leadership capability and track record of successful people management
Effective communication and influencing skills
Familiarity with digital and automated marketing techniques
Prior experience using Salesforce (or similar CRM) required, familiarity with Gainsight, Totango, or other Customer Success platforms desirable
About Us:
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, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
Job Location
Manila, Philippines
Position Type
Full-Time/Regular
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