Principal Customer Success Manager

• The goal of this Customer Success Manager (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 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.

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
• Identify and support client satisfaction and retention activities, as well as opportunities for additional revenue through upselling and cross-selling;
• Work with their assigned accounts to ensure adoption is maximized, and that customers are using their investment in Genesys to the fullest potential.
• Ensure escalations are coordinated by the Product Support Escalation Managers, and across other functional areas to ensure customer needs are met;
• Ensure that feedback is provided for any gaps in the Product Support Experience to ensure these are fed into a continuous cycle of evolution and improvement.
• Build post-sales relationships with customers to drive and increase adoption and utilization of products and services
• 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)
• Monitor customer success in using Genesys’s products / services
• Provide access to technical leadership for better understanding of Genesys.
• Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
• Promoting continuous growth through the relevant innovation path
• 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 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.

You’ve been there and done this…

• 12+ 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
• Strong ability to build relationships and proactive engagement using digital touch capabilities
• Ability to implement strategic goals established by functional leadership, and experience on creating operational plans to achieve these goals, the positive span of influence should be beyond their own local organizational team.
• Experience on working on significant issues that require conceptual thinking and understanding to solve.
• Ability to create networks with both senior leaders and junior individual contributors, providing thought leadership for the organization in their specific area.
• Management of project initiatives of strategic importance to the organization, and leadership assistance in positive Change Management and Transformational Change.
• Systematic mentorship, and mentorship program evolution for nurturing those CSM’s who are earlier in their career.
• 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