Enterprise Sr Customer Success Manager - Tallahassee, United States - Genesys

Description

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.

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Job Description

Job Title:
Enterprise Sr Customer Success Manager

Department & Team:
Customer Success Management


Summary:

The goal of this Genesys 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.

Key Responsibilities:
They are the customer's advocate and champion throughout their journey with Genesys.

They are 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.

They work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.


Key Responsibilities:
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 Customer Success Manger 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, 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

Minimum Requirements:

5+ years' experience in a technology-related field, including consulting and enterprise account
management
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 at the executive level


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.

$87, $172,250.00


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:

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.

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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.
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