Senior Customer Success Manager
Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Job Description: Sr. Customer Success Manager (CSM) Location: Colombia Department: Customer Success Reports to: Senior Manager, Customer Success Position Overview: The Sr. Customer Success Manager (CSM) is a strategic partner for Genesys’ strategic and Mid-Market customers, specializing in banking, Telcos and different vertical accounts. The role focuses on building long-term relationships, driving product adoption and utilization, ensuring customers achieve their CX vision. The CSM will leverage deep industry knowledge to deliver value and outcomes while managing customer success across the customer lifecycle. Key Responsibilities: They are the customer’s advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. They work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth. In this role, the primary responsibilities will include (but are not limited to): Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey Understand 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 outcomes Handling escalations and coordinating across other functional areas to ensure customer needs are met; Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives. Drive customer reference-ability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score) Prepare and deliver territory plans to define account strategies and align resources Team 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 Required Qualifications: 10+ years in technology-related role, with a strong background in banking, Telcos and different vertical accounts Deep understanding of customer experience (CX) in banking environments. Familiarity with Genesys and call center solutions is a plus. Familiarity with CX (industry and technology) to drive consultative approach to customer interactions. Travel Apply To This Job