Genesys
Customer Success Manager
Genesys, Denver, Colorado, 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 Customer Success Manager (CSM) 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
As the customer’s advocate and champion throughout their journey with Genesys, the CSM recommends, orchestrates, and ensures the adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. The CSM works closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.
Responsibilities / Job Duties
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.Prescribe the adoption and use of product features/functionality and services to achieve key customer business outcomes.Establish a regular cadence of Executive Business Reviews with customers to track progress toward their business objectives.Drive customer referenceability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score).Prepare and deliver territory plans to define account strategies and align resources.Collaborate with adjacent functions, including Onboarding Specialists, Professional Services, Renewal Managers, and Sales, to ensure a seamless customer journey.
Required Qualifications
3+ 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 a consultative approach to customer interactions.Strong ability to build relationships and proactively engage using digital touch capabilities.Ability to manage multiple actions across assigned customer base.Ability to thrive in a dynamic environment.Excellent interpersonal and 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 online communities and social media platforms.
Skills And Competencies
Analytics Mindset: Ability to translate data analysis into customer business impacts.Foundational Product Skill: Understands how the adoption of products relates to key business outcomes.Customer Focus: Building strong customer relationships and delivering customer-centric solutions.Balancing Stakeholder Needs: Anticipating and balancing the needs of multiple stakeholders.Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.Accountability: Holding self and others accountable to meet commitments.Planning and Aligning: 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.Collaboration: Building partnerships and working collaboratively with others to meet shared objectives.Conflict Management: Handling conflict situations effectively with minimal noise.Active Listening: Focusing on the person speaking with the intent of understanding.Effective Communication: Developing and delivering 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.Trustworthiness: 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.
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. This role might also be eligible for a commission or performance-based bonus opportunities.
$68,850.00 - $135,050.00
Benefits
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 treatments
More details about our company benefits can be found at the following link:
https://mygenesysbenefits.com
About 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.
#J-18808-Ljbffr
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 Customer Success Manager (CSM) 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
As the customer’s advocate and champion throughout their journey with Genesys, the CSM recommends, orchestrates, and ensures the adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. The CSM works closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.
Responsibilities / Job Duties
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.Prescribe the adoption and use of product features/functionality and services to achieve key customer business outcomes.Establish a regular cadence of Executive Business Reviews with customers to track progress toward their business objectives.Drive customer referenceability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score).Prepare and deliver territory plans to define account strategies and align resources.Collaborate with adjacent functions, including Onboarding Specialists, Professional Services, Renewal Managers, and Sales, to ensure a seamless customer journey.
Required Qualifications
3+ 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 a consultative approach to customer interactions.Strong ability to build relationships and proactively engage using digital touch capabilities.Ability to manage multiple actions across assigned customer base.Ability to thrive in a dynamic environment.Excellent interpersonal and 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 online communities and social media platforms.
Skills And Competencies
Analytics Mindset: Ability to translate data analysis into customer business impacts.Foundational Product Skill: Understands how the adoption of products relates to key business outcomes.Customer Focus: Building strong customer relationships and delivering customer-centric solutions.Balancing Stakeholder Needs: Anticipating and balancing the needs of multiple stakeholders.Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.Accountability: Holding self and others accountable to meet commitments.Planning and Aligning: 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.Collaboration: Building partnerships and working collaboratively with others to meet shared objectives.Conflict Management: Handling conflict situations effectively with minimal noise.Active Listening: Focusing on the person speaking with the intent of understanding.Effective Communication: Developing and delivering 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.Trustworthiness: 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.
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. This role might also be eligible for a commission or performance-based bonus opportunities.
$68,850.00 - $135,050.00
Benefits
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 treatments
More details about our company benefits can be found at the following link:
https://mygenesysbenefits.com
About 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.
#J-18808-Ljbffr