Manager, Customer Success

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Job Description: See Below

Job Title: Manager, Customer Success

Department & Team: Customer Success and Services; gCSM Team

Reports to: Jessica Bobbitt

Location: Indianapolis, IN, or Raleigh, NC

Summary: See Below

The Manager, Customer Success for the Global CSM Team (gCSM) will lead a team of Customer Success Managers working in a collaborative, team-based approach to delivering Customer Success for a large number of smaller customers. The engagement model the team applies is a proactive, needs-based approach that utilizes data, systems playbooks, and 1-to-many delivery modes. The successful Manager will be someone who thrives in building systematic, digital engagements with a with a blend of automation and a personal touch to customers and channel partners. As a gCSM Manager, you will develop expertise on your customers' most common use cases and execute strategy focusing on adoption directed at business outcomes.

The successful candidate will step in to lead a team of CSM's based in North America and the Philippines, currently covering accounts in North America. You will work closely with other team leaders globally. The position will report to the Customer Success Director for gCSM based in the US.

Key Responsibilities / Job Duties:

• Work with gCSM leadership to design, create and deliver scalable customer engagement models activities that produce objectively measurable outcomes for customers.
• Build out processes and manage tools that support scalable customer engagement activities.
• Deliver results for Genesys on key metrics: Gross and Net Renewals and Revenue.
• Directly manage day-to-day team operations for customer success engagement.
• Coach, support and develop each individual team member to enable them to achieve their highest level of ability.
• Deliver results for Genesys on key metrics: Gross and Net Renewals and Revenue.
• Work closely with related functions in Genesys to design, create, and deliver and iterate proactive "digital touch" content and systems that make use of Genesys Customer Experience products and technologies.
• Capture and report team performance metrics, and use those metrics to drive continuous improvement.
• Focus on operational efficiency for your segment by surfacing gaps, recommending process improvements, and partnering with cross-functional teams as needed.
• Influence our customer base to leverage self-service and C2C networking through community and user group interaction.
• Drive customer reference ability and continuous improvement of customer advocacy measures.
• Support in the rollout of the Genesys gCSM engagement model by designing engagement content relevant to the stage of a customer's journey as they interact with Genesys
• Lead in our Risk Management program, focusing on delivering customer stability and longevity, including personally managing customer escalations.
• Assist in designing and delivering programs to encourage and drive customer use and adoption of the full range of Genesys Cloud CX product capabilities.
• Understand and work with Genesys Channel Partners that sell and deliver Genesys cloud services.

Required Qualificationments:

• Previous experience in leading and managing customer-facing team tracking outcomes
• 8+ years' experience in a technology-related field in a B2B environment
• Customer Success background, ideally working with customers in a scalable one-to-many model
• Content creation experience designed to allow our customers to enhance their self-service engagement
• Strong operational skills that will drive organizational efficiencies utilizing CRM tools such as Salesforce and Gainsight, on-line communities, and social media platforms
• Interest in the CX (industry and technology) to drive a consultative approach to customer interactions
• Strong ability to build relationships and proactive engagement using digital touch capabilities
• Proven experience capturing customer business outcomes and tailoring customer content accordingly
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms
• Strong technical roots with understanding of how systems work and the ability to discuss with other stakeholders
• You thrive in a dynamic environment with the ability to manage/multi-task multiple actions across the assigned customer base
• Ability to thrive in a dynamic environment
• 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

Important Notes:

• Travel < 20%

About Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales, and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability, and flexibility. Visit www.genesys.com.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$82,550.00 - $171,450.00

Benefits:

• Medical, Dental, and Vision Insurance.
• Telehealth coverage
• Flexible work schedules and work from home opportunities
• Development and career growth opportunities
• Open Time Off in addition to 10 paid holidays
• 401(k) matching program
• Adoption Assistance
• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.

This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.