Customer Success Manager Jobs

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Job Title: Customer Success Manager

Department & Team: Customer Success & Services - North America CSM

Reports to: TBD

Location: US-Remote

Summary:

As a Customer Success Manager (CSM) at Genesys your goal in summary is to develop and maintain business relationships with our customers focused on achieving progressive business outcomes aligned to their Customer Experience (CX) vision. This work includes providing strategic recommendations, orchestrations, and ensuring the adoption of the right strategies, products, and services are aligned to their digital journey. Also, you'll work cross functionally with related customer management teams in Genesys to ensure the onboarding, retention, and revenue growth goals are met.

We expect this person to be proactive, service oriented and value seeking in nature; willingness to go above and beyond the call of duty, while approaching all situations with an empathetic and patient manner.

Key Responsibilities:

• Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey.
• Identifies growth opportunities that result in continued revenue generation and coordinate efforts internally to evaluate and execute
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans
• Oversees ongoing management and retention (includes reporting and analysis on utilization and risk evaluation)
• Drive customer continuous improvement of customer advocacy measures (e.g., Net Promoter Score)
• Establish shared accountability with adjacent functions in key points of the customer journey.
• Actively update customers regarding how the Genesys product roadmap will continue to support their business goals and provide feedback to Product management.
• Monitor customer value and utilization trends, including regular customer “health checkups” and proactively act upon them.
• 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

Minimum Requirements:

• 3-5 plus years of work experience in customer success, strategic account management or sales experience in a business-to-business sales environment. Experience commensurate with size and complexity of assigned customer(s)
• Proven ability to describe business concepts and benefits throughout a multi-tiered organization; proficiency in creating and delivering effective presentations to internal and external customers
• Ability to identify organizational structure and confidence to target and build new relationships
• Proven work examples of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management or account management functions.
• Moderate technical skills that allow you to guide customers through technical processes such as on-boarding, configuration, etc.
• Highly data-driven, with a commitment to process. Excited about driving and tracking a consistent engagement process with customers within your portfolio. Ability to translate analysis of complex data into meaningful information; ability to modify content appropriately to match customer needs
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high level of customer satisfaction and retention in a fast-paced environment.
• Familiarity with artificial intelligence and machine learning is a bonus

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.

$63,700.00 - $132,300.00

Benefits:

• Development and career growth opportunities
• Flexible work schedules and work from home opportunities
• Telehealth coverage
• Adoption Assistance
• Medical, Dental, and Vision Insurance.
• 401(k) matching program
• Fertility treatments
• Open Time Off in addition to 10 paid holidays

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:

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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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.