Senior Customer Success Manager

About Genesys

Genesys enables organizations to orchestrate the best AI-powered experiences to drive customer loyalty and growth. It was founded in 1990, and is headquartered in Menlo Park, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.genesys.com.

Responsibilities

• Lead a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor
• Orchestrate seamless collaboration between Professional Services, Support, Product, and Sales teams
• Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities
• Develop and execute customer success plans aligned with clients' business objectives
• Proactively identify and coordinate resolution of customer needs through cross-functional partnerships
• Monitor customer health metrics and drive adoption of solutions
• Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey

Skills

• 6+ years of Customer Success Management experience
• Bachelor's degree in business management or related field required
• Proven track record of managing enterprise customer relationships
• Strong business acumen with demonstrated ability to understand customer objectives
• Excellence in cross-functional collaboration and stakeholder management
• Experience preparing and delivering executive-level presentations
• Proficiency with CRM systems and customer success platforms
• Collaborative Leadership: Excellence in unifying diverse teams to achieve customer outcomes
• Strategic Thinking: Ability to understand business challenges and coordinate appropriate solutions
• Relationship Building: Skill in developing strong partnerships with customers and internal teams
• Business Acumen: Understanding of business metrics and value drivers
• Project Management: Capability to manage multiple concurrent initiatives
• Communication: Outstanding written and verbal skills with ability to present to senior stakeholders
• Stakeholder Management: Experience in aligning multiple parties toward common goals
• Extremely strong customer-facing skills
• Proactive mindset with strong follow-through
• Ability to translate complex technical concepts into business value
• Experience driving customer advocacy and satisfaction

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