Genesys
Senior Director, Customer Success
Genesys, Raleigh, North Carolina, United States,
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. Join the team and create the future of customer experience together.
Position Purpose
The goal of this Customer Success Director 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. They are the customer’s advocate and champion throughout their journey with Genesys, recommending, orchestrating, and ensuring the adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes.
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.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 reference ability and continuous improvement of customer advocacy measures.Prepare and deliver territory plans to define account strategies and align resources.
Skills And Competencies
Analytics Mindset: Ability to translate insights from data into customer business impacts.Foundational Product Skill: Ability to prescribe the adoption and use of product features/functionality and related services.Customer Focus: Building strong customer relationships and delivering customer-centric solutions.Strategic Mindset: Seeing ahead of future possibilities and translating them into breakthrough strategies.Ensures Accountability: Holding self and others accountable to meet commitments.Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Required Qualifications
10+ years’ experience in a customer-facing role in a contact center or related industry.Bachelor’s Degree in a technology- or business-related field.Strong ability to build relationships and proactive engagement using digital touch capabilities.Ability to manage multiple large, complex customers and experience with managing $20+m in revenue.Ability to thrive in a dynamic environment.Excellent interpersonal and presentation skills – both written and verbal.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, and online communities and social media platforms.
Compensation
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location.$155,150.00 - $304,550.00
Benefits
Medical, Dental, and Vision Insurance.Telehealth coverage.Flexible work schedules and work from home opportunities.Development and career growth opportunities.Open Time Off in addition to 10 paid holidays.401(k) matching program.Adoption Assistance.Fertility treatments.
About Genesys
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Visit www.genesys.com.
Reasonable Accommodations
If you require a reasonable accommodation to complete any part of the application process, you may reach out to HR@genesys.com.
Equal Opportunity Employer
Genesys is an equal opportunity employer committed to equity in the workplace.
#J-18808-Ljbffr
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. Join the team and create the future of customer experience together.
Position Purpose
The goal of this Customer Success Director 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. They are the customer’s advocate and champion throughout their journey with Genesys, recommending, orchestrating, and ensuring the adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes.
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.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 reference ability and continuous improvement of customer advocacy measures.Prepare and deliver territory plans to define account strategies and align resources.
Skills And Competencies
Analytics Mindset: Ability to translate insights from data into customer business impacts.Foundational Product Skill: Ability to prescribe the adoption and use of product features/functionality and related services.Customer Focus: Building strong customer relationships and delivering customer-centric solutions.Strategic Mindset: Seeing ahead of future possibilities and translating them into breakthrough strategies.Ensures Accountability: Holding self and others accountable to meet commitments.Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Required Qualifications
10+ years’ experience in a customer-facing role in a contact center or related industry.Bachelor’s Degree in a technology- or business-related field.Strong ability to build relationships and proactive engagement using digital touch capabilities.Ability to manage multiple large, complex customers and experience with managing $20+m in revenue.Ability to thrive in a dynamic environment.Excellent interpersonal and presentation skills – both written and verbal.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, and online communities and social media platforms.
Compensation
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location.$155,150.00 - $304,550.00
Benefits
Medical, Dental, and Vision Insurance.Telehealth coverage.Flexible work schedules and work from home opportunities.Development and career growth opportunities.Open Time Off in addition to 10 paid holidays.401(k) matching program.Adoption Assistance.Fertility treatments.
About Genesys
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Visit www.genesys.com.
Reasonable Accommodations
If you require a reasonable accommodation to complete any part of the application process, you may reach out to HR@genesys.com.
Equal Opportunity Employer
Genesys is an equal opportunity employer committed to equity in the workplace.
#J-18808-Ljbffr