Senior Customer Success Manager

1 week ago

Melbourne, Victoria, Australia Genesys Full time

Senior Customer Success Manager - (Federal Government) page is loadedSenior Customer Success Manager - (Federal Government) Apply locations Canberra (Flexible) Melbourne (Flexible) Sydney (Flexible) time type Full time posted on Posted 8 Days Ago job requisition id JR 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.
Senior Customer Success Manager - ( Federal Government ) 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.
Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.
This role opens opportunities for applicants based in Melbourne, Sydney and Canberra.
What You'll Do: The primary responsibilities for this role include (but are not limited to).
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

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