Senior Customer Success Manager

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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. Join the team and create the future of customer experience together.

The goal of this Senior Customer Success Manager role is to establish a life-long relationship between Genesys and Genesys’ customers in the Enterprise segment by advising and equipping them to achieve their customer experience (CX) vision. As the Senior Customer Success Manager, you are the customer’s advocate and champion throughout their journey with Genesys. You will be highly consultative, demonstrate thought leadership, and recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. You will work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.

What You’ll Do:

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

• Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement 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 referenceability 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 with and establish shared accountability with adjacent functions in key points of the customer journey including onboarding Specialists, Professional Services, Renewal Managers, and Sales to drive value and growth

You’ve been there and done this:

• Ideally with at least 7+ years’ experience in tech-related field, including consulting and enterprise account management
• Bachelor’s Degree in a tech or business-related field
• Experience in Contact Centers and/or CX (highly desired)
• Native Tagalog and Fluent English communication skills
• Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
• Strong ability to build relationships
• 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 online communities and social media platforms
• Willing to travel when necessary

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to fairness 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.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting and Software Development

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