Senior Customer Success Manager

Manila City, Metro Manila
Permanent
Full-time

1 month ago

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.Job DescriptionJob Title: Senior Customer Success Manager
Department & Team: Customer Success and Services
Reports to: Customer Success Manager, Senior Manager
Location: PhilippinesSummary:The goal of this Senior Customer Success Manager role is to establish a life-long relationship between Genesys and Genesys’ customers in the Enterprise segment by advising and equipping them to achieve their customer experience (CX) vision. As the Senior Customer Success Manager, you are the customer’s advocate and champion throughout their journey with Genesys. You will be highly consultative, demonstrate thought leadership, and recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. You will work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.Key Responsibilities:In this role, the primary responsibilities will include (but are not limited to):Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journeyUnderstand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Advisor and customers can achieve mutual success)Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomesEstablish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectivesDrive customer referenceability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score)Prepare and deliver territory plans to define account strategies and align resourcesTeam with and establish shared 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

Minimum Requirements:7+ years’ experience in tech-related field, including consulting and enterprise account managementBachelor’s Degree in a tech or business-related fieldExperience in Contact Centers and/or CX (highly desired)Native Tagalog and Fluent English communication skillsFamiliarity with CX (industry and technology) to drive consultative approach to customer interactionsStrong ability to build relationshipsAbility to manage/multi-task multiple actions across assigned customer baseAbility to thrive in a dynamic environmentExcellent interpersonal, presentation skills – both written and verbalPositive attitude and high willingness to learnLeadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customersExperience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platformsWilling to travel when necessary (
30% of the time)Desirable Skills:

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

o 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

o Customer Focus – Building strong customer relationships and delivering customer-centric solutionso Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholderso Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer business needs

How we Own It

o Ensures Accountability – Holding self and others accountable to meet commitmentso Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goalsAction oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm

How we Interact

o Collaborates – Building partnerships and working collaboratively with others to meet shared objectiveo Manages Conflict – Handling conflict situations effectively with a minimum of noiseo Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and controlo Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audienceso Organizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics

How we Show Up

o Instills Trust – Gaining the confidence and trust of others through honesty, integrity and authenticityo Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situationsIf 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 .Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at .You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.Genesys is an equal opportunity employer committed to fairness 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.

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