03 feb
Genesys
Tamazunchale
.Location: Mexico City, MexicoTime Type: Full timePosted On: Posted YesterdayJob Requisition ID: JR106345Genesys 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.Sr Manager, Customer SuccessThe 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
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