Customer Success Director

5 days ago

Sydney, New South Wales, Australia Genesys Full time
Job Description

Job Title: Customer Success Director - APAC

Job Summary:

We are seeking an experienced Customer Success Director to lead our APAC region. The successful candidate will be responsible for driving strategic initiatives, managing key accounts, and ensuring the successful delivery of customer transformations.

Key Responsibilities:
  • Lead Customer Success Strategies: Develop and execute customer success strategies that meet and exceed customer business objectives.
  • Partner with Marketing: Collaborate with marketing to integrate Genesys's point of view on customer experience and contact centre solutions.
  • Facilitate Strategic Workshops: Conduct strategic workshops with customers to uncover opportunities for value creation and optimisation.
  • Execute Strategic Initiatives: Execute strategic initiatives that align with Genesys's long-term vision for customer experience and innovation.
  • Advise Customer Success Managers: Provide guidance to Customer Success Managers on complex customer scenarios and drive best practices across the team.
  • Manage Key Accounts: Manage a portfolio of high-impact customers, serving as their primary executive contact and advocate.
  • Develop Customer Success Plans: Develop comprehensive Customer Success Plans that demonstrate tangible value to customers.
  • Establish Executive Business Reviews: Establish regular Executive Business Reviews with customers to track progress and adjust strategies as needed.
  • Drive Collaboration: Drive collaboration with adjacent functions to ensure seamless customer journeys and outcomes.
  • Take Ownership: Take ownership of strategic internal initiatives and continuous improvement programs to drive customer success and growth.
  • Prepare Territory Plans: Prepare and deliver territory plans to define account strategies and align resources.
Requirements:
  • 12+ Years of Experience: 12+ years of experience in a technology-related field, with a strong background in management consulting and value consulting.
  • Proven Track Record: Proven track record of executing on internal strategic initiatives end-to-end, ensuring alignment with organisational goals and driving successful outcomes.
  • Leadership Profile: Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers.
  • Excellent Interpersonal Skills: Excellent interpersonal, presentation, and communication skills, both written and verbal.
  • Productivity Tools: Proficient in productivity tools including PowerPoint, Excel, Word, CRM tools such as Salesforce and Gainsight.
  • Adaptability: A positive attitude, high willingness to learn, and adaptability to new challenges.
Work Context:
  • Communication: Communicates regularly with colleagues and management.
  • Project Management: Project management and autonomy.
  • International Travel: Potential international and domestic travel as required.

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