Customer Success Manager/Genesys Advisor Commercial - Mid Market - Seoul



Customer Success Manager/Genesys Advisor Commercial - Mid Market - Seoul

The goal of this Customer Success Manager/Genesys Advisor role is to establish a life-long relationship between Genesys and Genesys' customers in the Commercial and Mid-Market segment by advising and equipping them to achieve their customer experience (CX) vision.

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 realise their business outcomes. They work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.

What You'll Do:

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
  • 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., 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 realise 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

What do you need to have?
  • 3+ years' experience in a technology-related field
  • Bachelor's Degree in a technology- or business-related field
  • 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/multi-task 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 cross-functional teams to meet the changing needs of customers
  • Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms
  • 30% domestic travel with occasional international travel required


About Us:

Genesys® powers 25 billion of the world's best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be fluid, instinctive and profoundly empowering.

Connect with Genesys via www.genesys.com, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-JM1

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in South Korea.


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