Customer Success Manager

2 semanas atrás

Sao Paulo, Brasil Genesys Tempo inteiro

Build something new with a world-class team.

At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?

Position Purpose

The goal of this CSM role is to establish a life-long relationship between Genesys and Genesys’ customers in the Commercial and Mid-Market segment by advising and equipping them to achieve their customer experience (CX) vision.

Key Responsibilities:

- They are the customer’s advocate and champion throughout their journey with Genesys.
- They recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes.
- They work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.

Responsibilities / Job Duties:
In this role, the primary responsibilities will include (but are not limited to):

- 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 Genesys Advisor and customers can achieve mutual success).
- Link and 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 customer reference-ability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score).
- Prepare and deliver territory plans to define account strategies and align resources.
- Team and 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.

Required Qualifications:

- +5 years’ experience in a technology-related field.
- Knowledge in Genesys & Call Center is a plus.
- COPC certified is a plus.
- 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 manage/multi-task multiple actions across 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.
- Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms.
- Travel

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