Customer Success Management Career
5 meses atrás
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?
Job Summary & Description - see below
Job Title: gCSM Customer Success Manager
Department & Team: Customer Success & Services; gCSM Team
Reports to: Jessica Bobbitt
Location: Brazil
Position Overview
The Global CSM Team (gCSM) consists of Customer Success Managers working in a collaborative, team-based approach to deliver Customer Success for a large number of smaller customers. The engagement model the gCSM team applies is a proactive, needs-based approach utilizing data, systems, playbooks, personal and 1-to-Many delivery modes. Customer Success Manager (gCSM) works with Genesys Cloud customers and partners in the SMB segments to improve product adoption, drive value realization and manage revenue retention through timely renewals.
The gCSM orchestrates the customer journey using pre-defined methodologies, self-service, and blending automation with personal touch to deliver customer success to a large number of customers.
They work closely with related functions in Genesys to ensure customer onboarding, retention, and product adoption.
Responsibilities / Job Duties
In this role, the primary responsibilities will include (but are not limited to):
- Work collaboratively with the customer success team to ensure the success of a large portfolio of Customers. This includes working closely with related functions in Genesys and in Partner organizations to ensure customer onboarding, retention, and product adoption
- Proactively monitor the overall health of the portfolio as it relates to customer engagement and customer success
- Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the gCSM, partners, and customers can achieve mutual success)
- Engage with partners to deploy adoption plan evolving over time with business outcomes
- Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
- Drive customer references and encourage customer advocacy measures (e.g., GCAP program)
- Support the Onboarding Specialist function to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible
- Collaborate with Renewal Manager and Partners when applicable in order to meet on-time renewals
Required Qualifications
- Minimum 5 years experience in a technology-related field
- Prior experience as a CSM or in a direct customer facing role
- Language Fluency: English and at least one of the following, Spanish, Portuguese
- University Degree in a technology or business-related field, or equivalent experience
- Experience in working with a team to identify process failures and improvements, and
continuously improve business processes
- 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, and presentation skills - both written and verbal
- Positive attitude and high willingness to learn
- Experience with productivity tools including PowerPoint/Excel/Word, CRM tools including Salesforce, Gainsight, and online communities
- Travel
-
Customer Success Account Mgmt
5 meses atrás
Sao Paulo, Brasil Microsoft Tempo inteiroMicrosoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can...
-
Customer Success Account Manager
5 meses atrás
Sao Paulo, Brasil Microsoft Tempo inteiroMicrosoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can...
-
Customer Success Account Mgmt
5 meses atrás
Sao Paulo, Brasil Microsoft Tempo inteiroMicrosoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can...
-
Customer Success Manager
5 meses atrás
Sao Paulo, Brasil Qlik Tempo inteiro**What makes us Qlik**?** Qlik delivers the best in data, analytics, and AI technology, to help enterprises around the world drive value from their data. Our leading, AI-powered platform enables users to uncover insights that lead to better business decisions, faster. A Gartner® Magic Quadrant Leader for 13 years in a row, Qlik is a values-driven...
-
Customer Success Manager
2 semanas atrás
São Paulo, São Paulo, Brasil PayPal Tempo inteiroJob Title: Customer Success ManagerAt PayPal, we're seeking a highly skilled Customer Success Manager to join our team. As a key member of our organization, you will be responsible for building and maintaining strategic relationships with our merchant partners.Key Responsibilities:Develop and execute customized account plans to drive growth and...
-
Customer Success Manager
4 meses atrás
Sao Paulo, Brasil Software AG Tempo inteiroOur story goes beyond technology. We put people first - employees, customers, and partners. We build strong teams and cultivate relationships that last. We provide incomparable products, solutions, services, and technical excellence for our customers. We are a team of over 5,000 colleagues across 70+ countries who value inclusion, integrity, and innovation....
-
Customer Success Manager
1 semana atrás
São Paulo, São Paulo, Brasil Dynatrace Tempo inteiroCustomer Success ManagerAs a Customer Success Manager at Dynatrace, you will play a crucial role in preserving and growing subscription renewals for our customers. Your primary objective will be to drive adoption, educate customers on product and service offerings, demonstrate value, and focus on growing relationships. You will act as a champion within...
-
Customer Success
5 meses atrás
Sao Paulo, Brasil Hostinger Tempo inteiroBecome part of the world’s fastest-growing web hosting company! Join Hostinger, where we build world-class solutions for anyone to easily succeed online. Our team of 900 professionals is behind the success of 2 million clients across 150 countries, helping them bring their e-shops, blogs, and talent-showcasing websites to life. We are looking for an...
-
Customer Success Analyst
5 meses atrás
Sao Paulo, Brasil Equinix Tempo inteiro**Who are we?** Equinix is the world’s digital infrastructure company®, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale...
-
Customer Success Manager
1 semana atrás
São Paulo, São Paulo, Brasil Insider Tempo inteiroAbout UsInsider is a B2B SaaS company that drives growth for its clients worldwide. We're the #1 AI-native platform for Customer Experience and Marketing, offering marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency.Our MissionWe're committed to building the most socially...
-
Customer Success Manager
4 meses atrás
Sao Paulo, Brasil Netskope Tempo inteiro**About Netskope**: Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. **About the...
-
Senior Customer Success Manager
2 semanas atrás
São Paulo, São Paulo, Brasil Iron Mountain Tempo inteiroSenior Customer Success ExecutiveAt Iron Mountain, we provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics.Key Responsibilities:Develop and execute strategies to drive customer adoption, retention, and...
-
Senior Customer Success Executive
2 meses atrás
São Paulo, Brasil Iron Mountain Tempo inteiroSenior Customer Success Executive - Sao Paulo, BrazilAt Iron Mountain, we provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We are seeking a Sr Digital Customer Success Manager to join our Professional Services...
-
Senior Customer Success Executive
2 semanas atrás
São Paulo, São Paulo, Brasil Iron Mountain Tempo inteiroSr Digital Customer Success ManagerAt Iron Mountain, we provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics.We are seeking a Sr Digital Customer Success Manager to ensure the successful continuation of our GDS...
-
Customer Success Account Manager
Há 7 dias
São Paulo, São Paulo, Brasil Microsoft Tempo inteiroAt Microsoft, we're committed to empowering every person and organization on the planet to achieve more. As a key member of our Customer Experience & Success (CE&S) organization, you'll play a critical role in helping our customers accelerate business value through differentiated customer experiences that leverage our products, services, and partnerships.As...
-
Customer Success Specialist
5 meses atrás
Sao Paulo, Brasil Hostinger Tempo inteiroBecome part of the world’s fastest-growing web hosting company! Join Hostinger, where we build world-class solutions for anyone to easily succeed online. Our team of 900 professionals is behind the success of 2 million clients across 150 countries, helping them bring their e-shops, blogs, and talent-showcasing websites to life. We are looking for an...
-
Senior Customer Success Executive
2 semanas atrás
São Paulo, Brasil Iron Mountain Tempo inteiroSenior Customer Success Executive - Sao Paulo, BrazilAt Iron Mountain, we provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We are seeking a Sr Digital Customer Success Manager to join our Professional Services...
-
Senior Customer Success Manager
3 semanas atrás
São Paulo, São Paulo, Brasil Iron Mountain Tempo inteiroSenior Customer Success ExecutiveAt Iron Mountain, we provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics.Key Responsibilities:Develop and execute strategies to drive customer adoption, retention, and...
-
Customer Success Manager
3 semanas atrás
São Paulo, São Paulo, Brasil Vistex Tempo inteiroAbout the RoleWe are seeking a seasoned Customer Success Manager to join our team at Vistex. As a key member of our global Customer Success team, you will be responsible for developing and maintaining strong relationships with our clients in North America.Key ResponsibilitiesOwn the overall relationship with assigned clients, driving proactive and strategic...
-
Coordenador de customer success
Há 1 mês
SAO PAULO, Brasil Amorim Tempo inteiroAmorim Law Firm is a boutique law office and consultancy specialized in International Law, providing international solutions for individuals and businesses who believe in a world without borders. We offer services related to citizenship, residence visas, investor advisory, international contracts and intellectual property abroad. ABOUT THE POSITION As the...