10 ene
Genesys
Ciudad de México
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.
#LI-Hybrid
Sr Manager, Customer Success
The goal of this Sr Manager, Customer Success role is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys’ customers. Their goal is to coach, develop, manage, and enable the Customer Success Managers in support of their responsibilities.
Key Responsibilities:
- The Manager leads and works with their team of CSMs as they advocate and champion their customers’ journeys and orchestrate the right strategies, products, and services to help customers rapidly realize their business outcomes.
- The Manager works closely with leaders from other Genesys functions to ensure a One Genesys approach to customer success.
Responsibilities / Job Duties:
In this role, the primary responsibilities will include (but are not limited to):
- Lead their team as they manage a portfolio of customers, guiding them to apply a consistent approach for success management, and providing executive oversight, as necessary.
- Coach their team to apply ‘empathy in action’,
to understand customers’ business value drivers, success criteria, and KPIs to develop and execute Customer Success Plans (actionable blueprints by which Genesys and customers can achieve mutual success)
- Support their team in helping customers achieve their business outcomes by consuming and adopting relevant Genesys’ products, services, and best practices.
- Ability to drive the team to achieve multiple objectives all related to customer health and growing and do that in synchrony with other internal and external areas.
- Ability to manage complex technical/business situations with a solving problem attitude and tireless devotion to customers.
- Conduct a regular talent review cadence with their team to ensure ongoing development and progress toward agreed-upon career goals and objectives.
- Enable their team to drive customer reference-ability and advocacy, and to drive participation in key engagement activities such as Customer Advisory Board, Customer Roundtable, etc.
- Coach their team to apply proactive risk management for customer sentiment, and to turn a risk or potential risk into an opportunity to delight, retain and grow customers.
- Establish relationships with other team leaders, defining roles, responsibilities, and 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.
Required Qualifications:
- 3+ years’ experience in a SaaS CSM people management role.
- Substantial experience working as a Sr. Customer Success Manager in a fast-growing SaaS company.
- Bachelor’s or advanced degree in technology- or business-related field.
- Familiarity with CX (industry and technology) to lead a consultative approach.
- Fostering an environment of teamwork and collaboration.
- Building Sales Pipeline & Pipeline Management.
- Ability to thrive in a dynamic environment.
- Excellent interpersonal, presentation skills – both written and verbal.
- Ability to consistently maintain a positive and resilient attitude.
- Leadership profile that unifies, influences,
and motivates cross-functional teams in an empathic manner.
- Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey.
- Proficient with CRM tools such as Salesforce and Gainsight, productivity tools including. PowerPoint/Excel/Word, and on-line communities and social media platforms.
- Travel ~30% of the time.
Skills and Competencies:
- Analytics Mindset.
- Translate data analysis into customer business impacts - Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance, etc.)
- Foundational Product Skill.
- Understands how the adoption of products relates to key business outcomes - Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomes.
How we Think:
- Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
- Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholders.
- Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer business needs.
How we Own It:
- Ensures Accountability – Holding self and others accountable to meet commitments.
- Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals.
- Action oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
How we Interact:
- Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.
- Manages Conflict – Handling conflict situations effectively with a minimum of noise.
- Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control.
- Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- Organizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics.
How we Show Up
- Instills Trust – Gaining the confidence and trust of others through honesty, integrity and authenticity.
- Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to **@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.