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    Senior Director, Critical Account and Customer Experience - Orlando, United States - Genesys

    Genesys
    Genesys Orlando, United States

    1 week ago

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    Description

    Senior Director, Critical Account and Customer Experience


    New


    Senior Director, Critical Account and Customer Experience Operations

    Summary of Position:


    The Senior Director of Critical Account and Customer Experience Operations will create and maintain the tools, process, and infrastructure to enable the execution of escalation activity, including those for Critical Accounts.

    They will also provide thought leadership to implement a holistic Genesys customer experience improvement program.

    They will identify solutions to enable clear and consistent communications on customer impacting issues across Genesys, as well as identify the metrics and dashboards required for escalation management.

    The candidate will also design and oversee inputs to the corporate Customer Experience Index, guiding this broad index to incorporate resolution demonstrable resolution of customer experience pain points.

    The ideal candidate will have experience in managing analytics teams to follow through on both operational performance and predictive analytics modelling.

    They must have successfully collaborated with business teams to implement customer experience enhancing solutions.


    The candidate must also have:
    * expertise in metrics design and management
    * expertise in operationalizing business workflow
    * industry knowledge of customer experience metrics and innovation
    * leadership experience in recruiting, developing and operating new teams

    Responsibilities include but are not limited to:

    Critical Accounts and Escalation Enablement

    • Develop baseline processes for critical accounts and escalation management operations, including
    • Taxonomy
    • Process documentation
    • Organizational participation model participation model for critical accounts
    • Communication and education strategy
    • Identifyand implementminimum viable critical accounts toolset, as well as plan to evolve to optimum functionality.
    • Design metrics and communication dashboard for critical account and escalation execution.
    • Enable CSS functional teams
    Customer Success, Technical Account management, Product Support, and Professional Services

    to better manage customer escalations through the use of escalation best practices and process standardization.

    • Manage global action plans associated with critical account root cause evaluation. Design analytics to demonstrate improvement plans were effective.
    • Establish funding and financial tracking models for critical accounts and escalation ownership.

    Customer Experience

    • Enable escalation visibility to enable proactive customer support through Genesys wide infrastructure.
    • Develop communication and action plans for proactive customer escalation visibility.
    • Develop and implement a holistic Genesys customer experience improvement program.
    • Develop Customer Success and Services (CSS) metrics recommendations for inclusion in Genesys strategic Customer Experience index. Develop action plans in response to metric values.
    • Lead the CSS team in the establishment customer experience journey pilot in the Pointillist platform. Establish a Gensys specific use case for customer reference, as well action plan for the customer pain points identified in analysis.

    Qualifications/Requirements:

    • Minimum 10 years in operations management, customer experience management, metrics design. 3-5 years applying customer experience industry expertise and thought leadership.
    • Demonstrated results using analytics to identify systemic trends, engage business owners, develop plans and drive action to prevent future problems.
    • Demonstrated results designing and using predictive analytics to improve the customer experience.
    • BS in technical or analytics discipline, MBA strongly preferred.
    • Ability to manage/resolve conflicts within a multi-cultural environment.
    • Experience in recruiting, developing, managing and leading global teams.
    • Demonstrated ability to influence cross-functional guidance and working teams. Ability to collaboratively develop and cultivate internal relationships across the Enterprise at all levels.
    • Excellent executive communication skills
    both written and presentation. Ability to communicate strategic program value and execution status to executive leadership.

    Benefits

    • Medical, Dental, and Vision Insurance
    • Paid Parental Leave
    • Telehealth coverage
    • Flexible work schedules and work from home opportunities
    • Development and career growth opportunities
    • Open Time Off
    • 401(k) matching program
    • Adoption Assistance
    • Infertility treatments
    See more Genesys benefits information at

    #LI-SG1
    Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time.

    Genesys encourages everyone who can get vaccinated to get vaccinated; its the most empathetic thing we can do for our own health and the health of those around us.

    At this time, Genesys does not require new hires be fully vaccinated. However, where legally permissible, Genesys will only welcome vaccinated employees back to Genesys Offices as these reopen.

    Those who are not vaccinated at that time may continue to work remotely if the nature of their job allows it.

    Customer-facing employees will need to follow customer guidelines.

    As our Covid-19 task force and internal teams plan to reopen our global offices, the policies and procedures will continue to be updated.


    About Genesys:
    Every year, Genesys orchestrates more than 70 billion 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.

    Visit

    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.

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