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Customer Success Director

2 months ago

Sydney, New South Wales, Australia Genesys Full time
About the Role

We are seeking a highly experienced and skilled Customer Success Director to join our team at Genesys. As a key member of our Customer Success organization, you will be responsible for leading strategic initiatives and managing a portfolio of high-impact customers.

Key Responsibilities
  • Lead and oversee the execution of customer success strategies, focusing on transformation to meet and exceed customer business objectives.
  • Partner with marketing to integrate Genesys's point of view on specific subject matter areas within customer experience and the contact centre.
  • Facilitate and/or lead strategic workshops with customers to uncover opportunities for value creation and optimization, leveraging Digital & AI to align with their business goals.
  • Execute strategic initiatives that align with Genesys long-term vision for customer experience (CX) and innovation.
  • Serve as a strategic advisor to Customer Success Managers (CSMs), utilizing your management and value consulting background to provide guidance on complex customer scenarios and drive best practices across the team.
  • Manage a portfolio of high-impact customers, serving as their primary executive contact and advocate throughout their CX journey.
  • Understand customers' business value drivers, success criteria, and KPIs to develop and execute comprehensive Customer Success Plans that demonstrate tangible value.
  • Prescribe and ensure the adoption of the right strategies, products, and services to achieve key customer business outcomes.
  • Establish and lead regular Executive Business Reviews with customers to track progress and adjust strategies as needed.
  • Drive collaboration with adjacent functions, such as Onboarding, Professional Services, Renewal Management, and Sales, to ensure seamless customer journeys and outcomes.
  • Take ownership of strategic internal initiatives and continuous improvement programs to drive customer success and growth.
  • Prepare and deliver territory plans to define account strategies and align resources.
  • Establish shared accountability with adjacent functions at key points in the customer journey, including:
    • Onboarding Specialists: Ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible.
    • Professional Services: Ensure that implementations progress smoothly to go-live.
    • Renewal Managers: Drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.
    • Sales: Identify cross-sell/up-sell opportunities and drive incremental bookings.
Requirements
  • 12+ years of experience in a technology-related field, with a strong background in management consulting and value consulting.
  • Proven track record of executing on internal strategic initiatives end-to-end, ensuring alignment with organisational goals and driving successful outcomes.
  • Proven track record in executing and delivering solutions and driving transformation initiatives for customers.
  • Bachelor's Degree in a technology or business-related field; an advanced degree (MBA or equivalent) is preferred.
  • Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers.
  • Excellent interpersonal, presentation, and communication skills, both written and verbal.
  • Proficient in productivity tools including Power Point, Excel, Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms.
  • A positive attitude, high willingness to learn, and adaptability to new challenges.