Customer Success Manager focusing on consultative discovery and high - touch management for a B2B SaaS. Collaborating across teams to enhance customer journeys and satisfaction.
About the role
- Senior Customer Success Manager at Genesys, advising customers to achieve their customer experience vision. Manage customer portfolios, strategies, and business outcomes with a focus on AI/Digital solutions.
Responsibilities
- 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
- Drive AI/Digital adoption
- 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 to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible, 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 to identify cross-sell/up-sell opportunities and drive incremental bookings
- Ad-hoc duties as directed by Management
- Take on and assist in driving internal strategic initiatives and continuous improvement programs
Requirements
- 10 years experience in a technology-related field
- Bachelor’s Degree in a technology or business-related field
- Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
- Has been exposed and successfully worked with customers to deliver AI/Digital solutions
- 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
- Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers
- Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms
Benefits
- larger tech companies benefits and perks
- independence to make a larger impact
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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