Senior Customer Success Manager

Overview

Senior Customer Success Manager - (Federal Government) at Genesys. The goal of the Senior Customer Success Manager (Sr 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 Sr 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. This role opens opportunities for applicants based in Melbourne, Sydney and Canberra.

What You'll Do

• 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 by which the 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 outcomes.
  
• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business 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 in key points of the customer journey including, but not limited to onboarding specialists, professional services, renewal managers, and sales to identify cross-sell/up-sell opportunities and drive incremental bookings.
  
• Ad-hoc duties as directed by Management and assist in driving internal strategic initiatives and continuous improvement programs.
  
• Lead structured problem-solving initiatives to address customer challenges and unlock measurable value.
  
• Translate customer goals into actionable plans that drive tangible business outcomes and ROI.
  
• Build and maintain strong relationships with senior stakeholders across Federal Government departments.
  
• Navigate complex stakeholder environments to align on priorities and drive strategic outcomes.
  
• Facilitate strategic workshops with customers to co-design CX strategies, adoption plans, and optimisation roadmaps.
  
• Develop and present compelling business cases that support solution adoption, investment decisions and long-term value creation.
  

Qualifications

• You've been there and done this…
  
• 5+ 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 multiple actions across 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, and online communities and social media platforms
  
• Experience working with SaaS contact centre platforms
  
• Experience advising customers on the use of digital channels and/or omnichannel interactions
  
• Experience advising customers on the use of and interaction with 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
  

About Genesys

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Equal Opportunity

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, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Note: recruiters will never ask for sensitive personal or financial information during the application phase.

Seniority level

• Mid-Senior level
  

Employment type

• Full-time
  

Job function

• Other
  

Industries

• IT Services and IT Consulting and Software Development
  

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