Customer Success Manager

2 months ago

Sydney, Australia Genesys Full time

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. 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.

Customer Success Manager

The goal of this Customer Success Manager (CSM) role is to engage in one-to-many activities aimed at establishing a long-term relationship between Genesys, its partners, and their end-customers in the mid-market and SMB (small to medium business) segments.

This includes promoting product adoption, driving value realization initiatives, and managing revenue retention through timely renewals. These efforts will guide customers toward achieving their customer experience (CX) goals and vision. While various approaches will be directly targeted at existing customers, many customers in Australia are via Partners and so this also requires involve close collaboration with partners.

As a CSM, you will serve as the advocate and champion for mid-market and SMB customers, supporting them throughout their journey with Genesys. You will leverage automation and technology to recommend and coordinate the adoption of appropriate strategies, products, and services, helping customers rapidly achieve their business outcomes. By utilizing a pre-defined methodology, self-service, and a combination of automation and personal touch, you will guide the customer journey and deliver customer success to a large number of customers. Additionally, you will collaborate with the Enterprise CSM team to plan and manage initiatives that deliver valuable information to existing customers through various methods. As a CSM, you are expected to manage a large portfolio of both direct and indirect customers.

What You’ll Do:- Coordinate activities aimed at end-users with partners and lead necessary support activities for partners to identify growth opportunities with end-customers.- Host regular review meeting with partners for their customers and define high level growth plans with each partner- Host regular business reviews with assigned accounts, discussing the customer’s Success Plan.- Monitor and forecast renewal health, ensuring account retention and growth at point of renewal- Proactively monitor the overall health of the portfolio as it relates to customer engagement and customer success.- Seek account expansion opportunities for cross sell and upsell- Direct inquiries from mid-market and SMB users to appropriate channels, resources, and promote self-service.- Recommend the adoption and use of product features and services that align with the achievement of key customer business outcomes.-
- Drive customer reference ability and continuously improve customer advocacy measures (e.g., GCAP program).- Team with and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:
- Enterprise CSMs, and AEs to plan and propose various activities that lead to the success of mid-market and SMB users.-
- Technical Account Manager to ensure that technical support for customer utilization after implementation is provided smoothly.- Professional Services to ensure that implementations progress smoothly to go-live- Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue- Sales and partners to identify cross-sell/up-sell opportunities and drive incremental booking

You’ve Been There and Done This:
- Minimum 3+ years relevant experience in technology/IT industry- Bachelor’s Degree in a technology or business-related field- Experience in working with a team to identify process failures and improvements, and continuously improve business processes- Strong ability to build relationships and proactive engagement using digital touch capabilities with Direct customers and with Partners (for Indirect customers)- Ability to manage/multi-task multiple actions across assigned customer base- Ability to thrive in a dynamic environment- 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 including Salesforce and Gainsight, and on-line communities and social media platforms- It would be an advantage if you understand cloud SaaS products, business and deployment models as well as experience wor

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