Senior Manager Customer Advocacy EMEA

at  Genesys

locations
Frankfurt (Flexible)
Munich (Flexible)
time type
Full time
posted on
Posted Today
job requisition id
JR106894
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. 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.
Genesys empowers more than 7,500 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.
Evergreen requisition: Senior Manager Customer Advocacy EMEA
Note: By submitting your resume you will be considered for similar upcoming opportunities in Genesys. When a job opens that fits your background, we will reach out and provide you with further details.

YOU CAN CHECK OFF THESE REQUIREMENTS BOXES

• 6+ years of relevant customer experience industry, sales, marketing or customer success expertise
• Bachelor’s degree in business, communications, marketing, regional studies or equivalent
• Specific experience with Genesys or in Customer Marketing is preferred
• Fluent in English, French and German

WHAT YOU ARE KNOWN FOR

SKILLS · Leadership and influence · Customer engagement · Exceptional interpersonal skills · Facilitation · Strategy · Negotiation · Coaching · · Problem solving amidst complexity and ambiguity · Excellent communication skills – virtual and in-person up to C-level executives · Strong presenter and writer · Storyteller · Multitasking with prioritization · Program management
BEHAVIORS · Collaborative · Influential · Customer-focused · Goal and results-oriented · Detailed · Proactive/self-starter · Persistent · Active listener · Resourceful · Empathetic · Sound judgement and trustworthy with confidential information
KNOWLEDGE · Customer experience market trends and technologies · Key industries and market segments · Marketing and sales organization structures · B2B buying processes, roles and personas · Strong working knowledge of Microsoft Excel, Word, PowerPoint and other reporting/CRM tools · French or German language proficie
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
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

ABOUT THE ROLE

We are looking for a talented marketing professional who is undeniably great at converting customers to advocates.
Ultimately, your purpose is this: develop and execute a sub-regional strategy in EMEA scale markets to double-down on capturing and amplifying customer stories amongst a growing community of advocates to boost sales, customer success and lifetime value within our customer base. You have a proven track record of executive presence with customers and collaborating cross-functionally on planning, execution and ongoing management of programs. You’re recognized as an influential leader amongst peers and will be considered an extended member of regional leadership teams. You have stellar interpersonal and communication skills, are energized by uncovering great stories to tell the world and have a roll-up-your-sleeves attitude to get creative when faced with constraints.
You will report to the Senior Director of Customer Advocacy and Engagement for EMEA.

YOUR FUTURE DAY-TO-DAY RESPONSIBILITIES

Cultivate new advocates

• Lead formal networks with sales, marketing and customer success leadership in region to understand EMEA sub-regional sales pipeline needs, key wins and implementation milestones to prioritize and pursue our next-best advocates.
• Serve as an expert and spokesperson to educate internal stakeholders, strategic partners (up to VP+ levels) and executive-level management in our customer base on our mutually beneficial customer advocacy programs.
• Create, document and manage reliable and trustworthy customer engagement plans for acts of advocacy with key personas in our customer base.
• Set and execute the regional strategy to secure customers to support critical revenue priorities, campaigns, PR, analyst relations, customer case study assets, customer award nominations, event speakers and sales references.
• Develop and implement plans and activities with strategic external partners to capture new advocates.
• Manage the customer contact process and frequency to prevent disjointed or too-frequent requests for participation.
• Serve as a liaison to other functions that require customer research.
• Challenge tried-and-true B2B customer marketing tactics with new ideas that set us apart, win more advocates and inspire our customers, prospects, partners and ourselves.

Build and grow a community of advocates

• Leading and driving regional user groups, executive roundtables and advisory boards/councils to share the voice of our customers to fuel solution adoption, innovation and customer success. Recruit customers to join and facilitate these customer-led programs.
• Collect and communicate customer feedback from these sessions throughout the organization up to executive levels.
• Work with marketing, sales and customer success to identify cross-sell and upsell opportunities within this community of advocates.

Measure and optimize

• Contributes to the global strategy for customer advocacy at Genesys
• Track the impact of regional customer advocacy activities on customer growth, retention and financial outcomes and communicate these impacts to senior leadership in Genesys.
• Make data-driven improvements to boost and scale the efficiency and effectiveness of your regional community, capture and amplify strategy.