12 feb
Genesys
Xico
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.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.Support their team in helping customers achieve their business outcomes by consuming and adopting relevant Genesys' products, services, and best practices.Drive the team to achieve multiple objectives related to customer health and growth in synchrony with other internal and external areas.Manage complex technical/business situations with a problem-solving attitude and dedication to customers.Conduct regular talent review cadence with their team to ensure ongoing development and progress toward agreed-upon career goals.Enable their team to drive customer reference-ability and advocacy, and to drive participation in key engagement activities.Coach their team to apply proactive risk management for customer sentiment,
turning risks into opportunities to delight, retain and grow customers.Establish relationships with other team leaders, defining roles, responsibilities, and accountability in key points of the customer journey.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 a 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 and 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, and productivity tools including PowerPoint/Excel/Word.Travel ~30% of the time.Skills and Competencies:Analytics Mindset.Translate data analysis into customer business impacts.Foundational Product Skill.Understand how product adoption relates to key business outcomes.How we Think:Customer Focus – Building strong customer relationships and delivering customer-centric solutions.Balancing the needs of multiple stakeholders.Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies.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.How we Interact:Collaborates – Building partnerships and working collaboratively with others.Manages Conflict – Handling conflict situations effectively.Active listener – Focuses on understanding the speaker.Communicates Effectively – Developing and delivering communications that convey a clear understanding of audience needs.Organizational Savvy – Maneuvering through complex organizational dynamics.How we Show Up:Instills Trust – Gaining confidence and trust through honesty, integrity, and authenticity.Situational Adaptability – Adapting approach in real time to match shifting demands.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.
Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process, please reach out to ******.
You can expect a response within 24-48 hours.
To ensure we set you up with the best reasonable accommodation, please provide your 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.Genesys is an equal opportunity employer committed to equity in the workplace.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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