Genesys
Sr Director, Customer Success
Genesys, Tallahassee, Florida, United States,
Genesys empowers more than 8,000 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 PurposeThe goal of the Sr. Director, Customer Success role is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys’ customers. Their goal is to coach, develop, manage, and enable the Customer Success Managers in support of their responsibilities.
Key ResponsibilitiesThe Sr. Director leads and works with their team of CSMs as they advocate and champion their customers’ journeys and orchestrate the right strategies, products, and services to help customers rapidly realize their business outcomes.
In this role, the primary responsibilities will include (but are not limited to):
Lead their team as they manage a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight, as necessary.
Coach their team to apply ‘empathy in action’, to understand customers’ business value drivers, success criteria, and KPIs to develop and execute Customer Success Plans.
Support their team in helping customers achieve their business outcomes by consuming and adopting relevant Genesys’ products, services, and best practices.
Ability to drive the team to achieve multiple objectives all related to customer health and growth in synchrony with other internal and external areas.
Ability to manage complex technical/business situations with a solving problem attitude and tireless devotion to customers.
Conduct a regular talent review cadence with their team to ensure ongoing development and progress toward agreed-upon career goals and objectives.
Enable their team to drive customer reference-ability and advocacy, and to drive participation in key engagement activities such as Customer Advisory Board, Customer Roundtable, etc.
Coach their team to apply proactive risk management for customer sentiment, and to turn a risk or potential risk into an opportunity to delight, retain and grow customers.
Establish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions in key points of the customer journey.
Minimum RequirementsRequired Qualifications
8+ years’ experience in a SaaS CSM people management role
Substantial experience working as a Customer Success Manager in a fast-growing SaaS company.
Bachelor’s or advanced degree in technology- or business-related field
Familiarity with CX (industry and technology) to lead a consultative approach.
Fostering an environment of teamwork and collaboration
Ability to thrive in a dynamic environment.
Excellent interpersonal, presentation skills – both written and verbal
Ability to consistently maintain a positive and resilient attitude.
Leadership profile that unifies, influences, and motivates cross-functional teams in an empathic manner.
Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey.
Proficient with CRM tools such as Salesforce and Gainsight, productivity tools including PowerPoint/Excel/Word, and on-line communities and social media platforms.
Travel ~30% of the time
CompensationThis 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. This role might also be eligible for a commission or performance-based bonus opportunities.
$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
#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 PurposeThe goal of the Sr. Director, Customer Success role is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys’ customers. Their goal is to coach, develop, manage, and enable the Customer Success Managers in support of their responsibilities.
Key ResponsibilitiesThe Sr. Director leads and works with their team of CSMs as they advocate and champion their customers’ journeys and orchestrate the right strategies, products, and services to help customers rapidly realize their business outcomes.
In this role, the primary responsibilities will include (but are not limited to):
Lead their team as they manage a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight, as necessary.
Coach their team to apply ‘empathy in action’, to understand customers’ business value drivers, success criteria, and KPIs to develop and execute Customer Success Plans.
Support their team in helping customers achieve their business outcomes by consuming and adopting relevant Genesys’ products, services, and best practices.
Ability to drive the team to achieve multiple objectives all related to customer health and growth in synchrony with other internal and external areas.
Ability to manage complex technical/business situations with a solving problem attitude and tireless devotion to customers.
Conduct a regular talent review cadence with their team to ensure ongoing development and progress toward agreed-upon career goals and objectives.
Enable their team to drive customer reference-ability and advocacy, and to drive participation in key engagement activities such as Customer Advisory Board, Customer Roundtable, etc.
Coach their team to apply proactive risk management for customer sentiment, and to turn a risk or potential risk into an opportunity to delight, retain and grow customers.
Establish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions in key points of the customer journey.
Minimum RequirementsRequired Qualifications
8+ years’ experience in a SaaS CSM people management role
Substantial experience working as a Customer Success Manager in a fast-growing SaaS company.
Bachelor’s or advanced degree in technology- or business-related field
Familiarity with CX (industry and technology) to lead a consultative approach.
Fostering an environment of teamwork and collaboration
Ability to thrive in a dynamic environment.
Excellent interpersonal, presentation skills – both written and verbal
Ability to consistently maintain a positive and resilient attitude.
Leadership profile that unifies, influences, and motivates cross-functional teams in an empathic manner.
Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey.
Proficient with CRM tools such as Salesforce and Gainsight, productivity tools including PowerPoint/Excel/Word, and on-line communities and social media platforms.
Travel ~30% of the time
CompensationThis 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. This role might also be eligible for a commission or performance-based bonus opportunities.
$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
#J-18808-Ljbffr