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Senior Customer Success Manager

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Genesys

Feb 6

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • Pueblo, +1
  • Quick Apply

AI generated summary

  • You need 4+ years in Customer Success, a relevant degree, strong enterprise relationship management, business acumen, collaboration skills, executive presentation experience, CRM proficiency, and customer advocacy.
  • You will manage strategic accounts, ensure collaboration among teams, drive business reviews, develop success plans, address customer needs, monitor health metrics, and support customer engagement.

Requirements

  • 4+ 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.
  • 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.
  • Travel: Less than 30%.

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.

FAQs

What is the role of a Senior Customer Success Manager at Genesys?

The Senior Customer Success Manager is responsible for driving customer value realization, managing strategic accounts, and fostering strong partnerships across the organization. This role involves orchestrating collaboration between various teams, executing customer success plans, and monitoring customer health metrics.

What qualifications are required for this position?

Candidates should have 4+ years of Customer Success Management experience, a Bachelor’s degree in business management or a related field, and a proven track record of managing enterprise customer relationships.

Is there a need for travel in this role?

Yes, the position may require travel, but it is limited to less than 30%.

What kind of benefits does Genesys offer?

Genesys offers a competitive salary, medical, dental, and vision insurance, telehealth coverage, flexible work schedules, development opportunities, open time off in addition to holidays, a 401(k) matching program, and adoption assistance, among other benefits.

How does Genesys measure the success of a Customer Success Manager?

Success metrics include customer satisfaction and retention rates, quality of cross-functional collaboration, effectiveness of Quarterly Business Reviews, product adoption and feature utilization, and the ability to drive customer advocacy.

What skills are emphasized for this position?

Key competencies include collaborative leadership, strategic thinking, relationship building, business acumen, project management, and outstanding communication skills.

What kind of experience is emphasized for this role?

Experience in managing enterprise customer relationships, cross-functional collaboration, and preparing executive-level presentations is emphasized for the Senior Customer Success Manager role.

What is the anticipated salary range for this position?

The anticipated base compensation range for the Senior Customer Success Manager position is between $98,200.00 and $182,400.00, depending on experience and qualifications.

How can I apply for this job?

Interested candidates should use the application link provided or refer to the Genesys employee who made the recommendation for applying.

What support does Genesys provide for employees seeking reasonable accommodations?

Genesys offers support for employees requiring reasonable accommodations in the application process. They can contact HR@genesys.com for assistance and should provide specific information regarding the needed accommodations.

Orchestrating billions of remarkable experiences in more than 100 countries – through cloud, digital and AI technology.

Technology
Industry
5001-10,000
Employees
1990
Founded Year

Mission & Purpose

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, while driving stronger workforce engagement, efficiency and operational improvements.