Senior Customer Success Manager

Senior Customer Success Manager at Genesys

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. 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. This role is based in Sydney or Melbourne.

The goal of the Customer Success Manager (CSM) role is to establish a lifelong relationship between Genesys and Genesys' customers by advising and equipping them to achieve their customer experience (CX) vision. As the CSM you are the customer's advocate and champion throughout their journey with Genesys. You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realise their business outcomes, working closely with related business functions to ensure onboarding, adoption, retention, and revenue growth.

• 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 (actionable blueprints to achieve mutual success)
• 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 the customer to track progress toward stated objectives
• Drive continuous improvement of customer advocacy measures
• Prepare and deliver territory plans to define account strategies and align resources
• Establish shared accountability with adjacent functions at key points of the customer journey including onboarding specialists, professional services, renewal managers, sales, and others to ensure value realization and customer success
• Take on and assist in driving internal strategic initiatives and continuous improvement programs

• 7+ years' experience in a technology-related field
• Bachelor's degree in 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 proactive engagement using digital touch capabilities
• Ability to manage/multi-task across an assigned customer base
• Excellent interpersonal, presentation skills – both written and verbal
• Positive attitude and high willingness to learn
• Experience with productivity tools including PowerPoint, Excel, Word; CRM tools such as Salesforce and Gainsight
• Experience working with SaaS contact centre platforms
• Experience advising customers on use of digital channels and/or omnichannel interactions
• Experience advising customers on use of AI tools and applications

Please note that Genesys will not accept resumes from agencies at this time. To be eligible to apply for this role you must have work rights in Australia. If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys: Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. For accommodations, contact reasonable.accommodations@genesys.com. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, national origin, genetics, disability, military and veteran status, and other protected characteristics.