Genesys
Sr. Customer Success Manager
Genesys, Saint Paul, Minnesota, 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. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.Position Purpose
The goal of this Genesys Customer Success Manager (CSM) role is to establish a life-long relationship between Genesys and Genesys’ customers in the Enterprise segment by advising and equipping them to achieve their customer experience (CX) vision.Key Responsibilities
CSMs are the customer’s advocate and champion throughout their journey with Genesys. They are highly consultative, demonstrate thought leadership, and 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, retention, and revenue growth.Responsibilities / Job Duties
In this role, the primary responsibilities will include (but are not limited to):Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journeyUnderstand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Customer Success Manager and customers can achieve mutual success)Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomesEstablish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectivesTrack and monitor adoption and facilitate renewal within assigned accounts. Put plans in place to avoid downsells or non-renewalDrive customer referenceability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score)Proactively identify potential business leads for further Genesys business opportunities to support account growth, upsell and expansionPrepare and deliver territory plans to define account strategies and align resourcesTeam with and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to: 1) Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible, 2) Professional Services to ensure that implementations progress smoothly to go-live, 3) Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue, 4) Sales to identify cross-sell/up-sell opportunities and drive incremental bookingsRequired Qualifications
5+ years of experience in a technology-related field, including consulting and enterprise account managementBachelor’s Degree in a technology- or business-related fieldSuccessful sales track record within a SaaS organizationExtremely strong customer-facing skills, including ability to present to C-level and build relationshipsAbility to manage/multi-task multiple actions across assigned customer baseAbility to thrive in a dynamic, competitive environmentProactive mindset with strong conscientious follow-throughExcellent interpersonal, and presentation skills – both written and verbalPositive attitude, conscientious follow-through, and high willingness to learnLeadership and communication profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customersExperience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platformsPreferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features. Bonus if Genesys-specificCompensation
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. This role might also be eligible for a commission or performance-based bonus opportunities.$87,750.00 - $172,250.00Benefits
Medical, Dental, and Vision Insurance.Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link:
https://mygenesysbenefits.comAbout Genesys
Every year, Genesys orchestrates billions of 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 Service 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
www.genesys.com .Reasonable Accommodations
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to
HR@genesys.com . You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Equal Opportunity Employer
Genesys is an equal opportunity employer committed to equity 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.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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The goal of this Genesys Customer Success Manager (CSM) role is to establish a life-long relationship between Genesys and Genesys’ customers in the Enterprise segment by advising and equipping them to achieve their customer experience (CX) vision.Key Responsibilities
CSMs are the customer’s advocate and champion throughout their journey with Genesys. They are highly consultative, demonstrate thought leadership, and 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, retention, and revenue growth.Responsibilities / Job Duties
In this role, the primary responsibilities will include (but are not limited to):Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journeyUnderstand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Customer Success Manager and customers can achieve mutual success)Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomesEstablish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectivesTrack and monitor adoption and facilitate renewal within assigned accounts. Put plans in place to avoid downsells or non-renewalDrive customer referenceability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score)Proactively identify potential business leads for further Genesys business opportunities to support account growth, upsell and expansionPrepare and deliver territory plans to define account strategies and align resourcesTeam with and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to: 1) Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible, 2) Professional Services to ensure that implementations progress smoothly to go-live, 3) Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue, 4) Sales to identify cross-sell/up-sell opportunities and drive incremental bookingsRequired Qualifications
5+ years of experience in a technology-related field, including consulting and enterprise account managementBachelor’s Degree in a technology- or business-related fieldSuccessful sales track record within a SaaS organizationExtremely strong customer-facing skills, including ability to present to C-level and build relationshipsAbility to manage/multi-task multiple actions across assigned customer baseAbility to thrive in a dynamic, competitive environmentProactive mindset with strong conscientious follow-throughExcellent interpersonal, and presentation skills – both written and verbalPositive attitude, conscientious follow-through, and high willingness to learnLeadership and communication profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customersExperience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platformsPreferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features. Bonus if Genesys-specificCompensation
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. This role might also be eligible for a commission or performance-based bonus opportunities.$87,750.00 - $172,250.00Benefits
Medical, Dental, and Vision Insurance.Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link:
https://mygenesysbenefits.comAbout Genesys
Every year, Genesys orchestrates billions of 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 Service 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
www.genesys.com .Reasonable Accommodations
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to
HR@genesys.com . You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Equal Opportunity Employer
Genesys is an equal opportunity employer committed to equity 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.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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