sr. Customer success manager - manilaGenesys

Senior Customer Success Manager
Position Purpose:
The goal of this Customer Success Manager role is to establish a life-long relationship between Genesys and Genesys' customers by advising and equipping them to achieve their customer experience (CX) vision.
Key Responsibilities:
They are the customer's advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure 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.
Responsibilities / Job Duties:
In this role, the primary responsibilities will include (but are not limited to):
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 (actionable blueprints by which the Customer Success Manager 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., Genesys Experience Index)
Prepare and deliver territory plans to define account strategies and align resources
Team 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
Required Qualifications:
5+ 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
Strong ability to build relationships and proactive engagement using digital touch capabilities
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 on-line communities and social media platforms
Travel
30%
Skills and Competencies:
Analytics Mindset
Translate data analysis into customer business impacts - Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance, etc.)
Foundational Product Skill
Understands how the adoption of products relates to key business outcomes - Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomes
How we Think
Customer Focus - Building strong customer relationships and delivering customer-centric solutions
Balancing the needs of multiples stakeholders - Anticipating and balancing the needs of multiple stakeholders
Strategic Mindset - Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer business needs
How we Own It
Ensures Accountability - Holding self and others accountable to meet commitments
Plans and Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals
Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm
How we Interact
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
Manages Conflict - Handling conflict situations effectively with a minimum of noise
Active listener - Focuses on the person speaking with the intent of understanding versus self-focus and control
Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Organizational Savvy - Maneuvering comfortably through complex policy, process and people related organizational dynamics
How we Show Up
Instills Trust - Gaining the confidence and trust of others through honesty, integrity and authenticity
Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations
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 .
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-GF1
Genesys

Manila City, Metro Manila
Permanent
Full-time