Senior Customer Success Manager

hace 5 días

Santiago, Metropolitana, Chile Genesys A tiempo completo

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. The Sr Customer Success Manager (CSM) role is focused on establishing life-long relationships between Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. As a highly consultative position, this role champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while leveraging deep technical expertise to ensure optimal solution implementation and adoption. Key Responsibilities: Strategic Customer Partnership
  • Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
  • Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
  • Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
  • Understand and align with customers' business value drivers, success criteria, and KPIs.
  • Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score).
Business Growth & Retention
  • Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
  • Develop and implement strategic plans to prevent downsells and ensure customer retention.
  • Proactively identify potential business leads for expansion opportunities.
  • Prepare and deliver territory plans to define account strategies and align resources.
  • Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.
Cross-functional Collaboration

Team with and establish shared accountability with adjacent functions including:

  • Onboarding Specialists to ensure systematic customer introduction and rapid value realization.
  • Professional Services to drive smooth implementation through go live.
  • Renewal Managers to maintain strong forecasting and high retention rates.
  • Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings.
Required Qualifications: Experience & Education
  • 5+ years of experience in technology-related field, including consulting and enterprise account management.
  • Bachelor's degree in technology- or business-related field.
  • Successful sales track record within a SaaS organization.
  • Proven experience presenting to and building relationships with C-level executives.
  • Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features.
  • Genesys platform knowledge is a plus.
Technical Skills:
  • Proficiency with:
    • CRM platforms (Salesforce, Gainsight).
    • Microsoft Office Suite (PowerPoint, Excel, Word).
    • Online communities and social media platforms.
    • Strong data analysis and executive presentation capabilities.
Professional Competencies: Strategic Leadership
  • Demonstrates thought leadership in CX domain.
  • Unifies, influences, and inspires cross-functional teams.
  • Builds and maintains C-level relationships effectively.
  • Projects confidence and credibility in executive settings.
Customer Focus
  • Extremely strong customer-facing skills.
  • Proactive mindset with strong follow-through.
  • Ability to translate complex technical concepts into business value.
  • Experience driving customer advocacy and satisfaction.
Business Execution
  • Strong multi-tasking abilities across customer portfolio.
  • Excellent project and stakeholder management.
  • Proven track record of driving business outcomes.
  • Ability to manage complex enterprise relationships.
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