Sr. Customer Success Manager - Bogota, Colombia - Genesys
Descripción
Position Purpose
The goal of this Customer Success Manager role is to establish a life-long relationship between Genesys and Genesys' customers by advising and equipping them to achieve their customer experience (CX) vision.
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, adoption, retention, and revenue growth.Responsibilities / Job Duties
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 Customer Success Manager 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
- Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives
- Drive customer referenceability and continuous improvement of customer advocacy measures (e.g., Genesys Experience Index)
- 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 golive
- Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue
- Sales to identify crosssell/upsell opportunities and drive incremental bookings
Required Qualifications
- 5+ years' experience in a technologyrelated field
- Bachelor's Degree in a technology
- Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
- Strong ability to build relationships and proactive engagement using digital touch capabilities
- Ability to manage/multitask multiple actions across assigned customer base
- Ability to thrive in a dynamic environment
- Excellent interpersonal, presentation skills both written and verbal
- Positive attitude and high willingness to learn
- Leadership profile that unifies, influences, and inspires crossfunctional teams to meet the changing needs of customers
- Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms
- Travel <30%
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
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Customer Focus
- Building strong customer relationships and delivering customercentric solutions
Balancing the needs of multiples stakeholders
- Anticipating and balancing the needs of multiple stakeholders
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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
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Ensures Accountability
- Holding self and others accountable to meet commitments
Plans and Aligns
- Planning and prioritizing work to meet commitments aligned with organizational goals
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Action oriented *
- Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm
- How we Interact
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Collaborates
- Building partnerships and working collaboratively with others to meet shared objectives
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Manages Conflict *
- Handling conflict situations effectively with a minimum of noise
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Active listener *
- Focuses on the person speaking with the intent of understanding versus selffocus and control
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Communicates Effectively
- Developing and delivering multimode communications that convey a clear understanding of the unique needs of different audiences
Organizational Savvy - Maneuvering comfortably through complex policy, process and people related organizational dynamics
- How we Show Up
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