Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Senior Customer Success Manager
The goal of this Customer Success Manager (CSM) role is to establish a lifelong relationship between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision.
What You Can Bring to Genesys as the CSM:
You are the customer’s advocate and champion throughout their journey with Genesys. You will recommend, orchestrate, and ensure the adoption of the right strategies, products, and services to help customers rapidly realise their business outcomes. Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.

What You’ll Do: The primary responsibilities for this role include (but are not limited to).

• Manage a portfolio of high value customers serving as their primary business point of contact throughout their CX journey focused on understanding the customer business drivers and metrics and work with the customer to align these goals to ROI via Genesys Cloud.
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the CSM and customers can achieve mutual success)
• Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
• Identify expansion pipeline opportunities with your assigned accounts and hand these over to the respective Account Executive for management
• Engage with your assigned accounts regularly, to build and track a Customer Success Plan
• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives
• Drive continuous improvement of customer advocacy measures
• Establish shared accountability with adjacent functions in key points of the customer journey including:
• 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
• Technical Account Management to support customer’s architectural and application questions.
• Sales to identify cross-sell/up-sell opportunities and drive incremental bookings
• Ad-hoc duties as directed by Management

You’ve been there and done this…

• 10+ years experience in a technology-related field
• Bachelor’s Degree in technology or business-related field
• Experience managing a portfolio of customer over 5 million USD in value
• Experience working with SaaS contact centre platforms
• Experience working to advise customers on use of digital channels and/or omnichannel interactions
• Experience working to advise customer on the use of and interaction to AI tools and applications
• Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
• Experience working for a consultancy firm or in a consultant role desired
• Strong ability to build relationships and proactive engagement using digital touch capabilities
• Ability to manage/multi-task multiple actions across assigned customer base
• Excellent interpersonal, presentation skills – both written and verbal
• Positive attitude and high willingness to learn
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as
• Familiar with Salesforce and Gainsight, and online communities and social media platforms
• Travel <30% Potential International and domestic travel as required
• Communicates regularly with colleagues and management
• Project management and autonomy

Please note that Genesys will not accept resumes from agencies at this time.
To be eligible to apply for this role you must be legally permitted to work in New Zealand

LI-JM1

LI-Hybrid

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. Visit
www.genesys.com
.
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 reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent 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 equity 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

• Manage a portfolio of high value customers serving as their primary business point of contact throughout their CX journey focused on understanding the customer business drivers and metrics and work with the customer to align these goals to ROI via Genesys Cloud.
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the CSM and customers can achieve mutual success)
• Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
• Identify expansion pipeline opportunities with your assigned accounts and hand these over to the respective Account Executive for management
• Engage with your assigned accounts regularly, to build and track a Customer Success Plan
• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives
• Drive continuous improvement of customer advocacy measures
• Establish shared accountability with adjacent functions in key points of the customer journey including:
• 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
• Technical Account Management to support customer’s architectural and application questions.
• Sales to identify cross-sell/up-sell opportunities and drive incremental bookings
• Ad-hoc duties as directed by Managemen