Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey
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)
Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
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
Drive AI/Digital adoption
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

10 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
Has been exposed and successfully worked with customers to deliver AI/Digital solutions
Strong ability to build relationships and proactive engagement using digital touch capabilities
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

Senior Customer Success Manager

Key skills