Principal Customer Success Manager Full Time

Description:

• 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.
• 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.

Responsibilities:

• 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 assigned accounts to ensure adoption is maximized, and 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 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.
• Monitor customer success in using Genesys’ products/services.
• Provide access to technical leadership for better understanding of Genesys.
• Prescribe the adoption and use of product features/functionality and services to achieve key customer business outcomes.
• Promote 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.
• Assist in driving internal strategic initiatives and continuous improvement programs.

Requirements:

• 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.
• Experience in working on significant issues that require conceptual thinking.
• Ability to create networks with both senior leaders and junior individual contributors.
• Experience managing project initiatives of strategic importance.
• Systematic mentorship and mentorship program evolution for nurturing CSMs earlier in their career.
• Ability to manage/multi-task multiple actions across assigned customer base.
• Excellent interpersonal and presentation skills – both written and verbal.
• Positive attitude and high willingness to learn.
• Leadership profile that unifies, influences, and inspires cross-functional teams.
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight.