Customer Success Manager/Genesys Advisor Commercial-Mid Market
- Indianapolis, IN
The goal of this 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 realize their business outcomes.
They work closely with related functions in Genesys to ensure customer onboarding, 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 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:
o Onboarding Specialists to ensure new customers are systematically introduced into
Genesys and begin to realize value as rapidly as possible
o Professional Services to ensure that implementations progress smoothly to go-live
o Renewal Managers to drive strong forecasting and renewal practices that deliver high
retention rates and growth of recurring revenue
o Sales to identify cross-sell/up-sell opportunities and drive incremental bookings
Required Qualifications: • 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 • Travel <30%
Genesys ® powers more than 25 billion of the world's best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry's #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. 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.
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