Senior Manager, Customer Success

locations
- Mexico City, Mexico
- time type
- Full time
- posted on
- Posted Yesterday
- job requisition id
- JR106345
- 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.
- #LI-Hybrid

Sr Manager, Customer Success
- The goal of this Sr Manager, Customer Success role is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys’ customers. Their goal is to coach, develop, manage, and enable the Customer Success Managers in support of their responsibilities.
- Key Responsibilities:

- The Manager leads and works with their team of CSMs as they advocate and champion their customers’ journeys and orchestrate the right strategies, products, and services to help customers rapidly realize their business outcomes.
- The Manager works closely with leaders from other Genesys functions to ensure a One Genesys approach to customer success.
- Responsibilities / Job Duties:

- In this role, the primary responsibilities will include (but are not limited to):

- Support their team in helping customers achieve their business outcomes by consuming and adopting relevant Genesys’ products, services, and best practices.
- Ability to drive the team to achieve multiple objectives all related to customer health and growing and do that in synchrony with other internal and external areas.
- Ability to manage complex technical/business situations with a solving problem attitude and tireless devotion to customers.
- Conduct a regular talent review cadence with their team to ensure ongoing development and progress toward agreed-upon career goals and objectives.
- Enable their team to drive customer reference-ability and advocacy, and to drive participation in key engagement activities such as Customer Advisory Board, Customer Roundtable, etc.
- Establish relationships with other team leaders, defining roles, responsibilities, and accountability with adjacent functions in key points of the customer journey including, but not limited to:

- 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.
- Sales to identify cross-sell/up-sell opportunities and drive incremental bookings.
- Required Qualifications:

- 3+ years’ experience in a SaaS CSM people management role.
- Substantial experience working as a Sr. Customer Success Manager in a fast-growing SaaS company.
- Bachelor’s or advanced degree in technology
- or business-related field.
- Familiarity with CX (industry and technology) to lead a consultative approach.
- Fostering an environment of teamwork and collaboration.
- Building Sales Pipeline & Pipeline Management.
- Ability to thrive in a dynamic environment.
- Excellent interpersonal, presentation skills - both written and verbal.
- Ability to consistently maintain a positive and resilient attitude.
- Leadership profile that unifies, influences, and motivates cross-functional teams in an empathic manner.
- Experience in identifying opportunities to expand the reach of the Genesys CX portfolio within the customer journey.
- Proficient with CRM tools such as Salesforce and Gainsight, productivity tools including. PowerPoint/Excel/Word, and on-line communities and social media platforms.
- Travel ~30% of the time.
- Skills and Competencies:

- Analytics Mindset.
- Translate data analysis into customer business impacts - Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance, etc.)
- Foundational Product Skill.
- Understands how the adoption of products relates to key business outcomes - Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomes.
- How we Think:

- Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
- Balancing the needs of multiples stakeholders - Anticipating and balancing the needs of multiple stakeholders.
- Strategic Mindset - Seeing ahead of future possib