Director, Customer Success Offers

Summary:

TheDirector, Customer Success Offers, is responsible for managing a portfolio ofcross-functional services offers that drive superior experiences and businessoutcomes for Genesys' customers. This position includes both strategydefinition and operational execution and management. The applicant can be located in Daly City, Indianapolis or Virginia.

The primary focus areas of the roleare:

  • Define the strategy and managing a services road map for thelonger-term evolution of the offers
  • Launch the first release of the offers in the market
  • Identify and commercialize new opportunities for market readiness
  • Drive profitable growth of the offers
  • Manage key business performance metrics of the offers, includingrevenue, margin, and take-rates

Key Responsibilities:

  • Recruit, on-board, and manage a small team of offer managers andprograms managers
  • Manage offer performance and evolution through a cross-functional,governance structure
  • Work closely with key functions (Business Consulting, ProfessionalServices, Education, Customer Care) that provide services constituting theoffers to ensure proper development and delivery of the offers
  • Develop multi-year strategic plans and a services roadmap
  • Work closely with Product Management and Strategic Solutions toalign the services roadmap with the product roadmap
  • Drive knowledge and advocacy of the Customer Success offers withinternal and external stakeholders
  • Establish relationships and work closely with the field to drivebusiness in existing and new customers and channel partners
  • Develop and manage orders and revenue budgets, pipelines, andforecasts
  • Work closely with other key corporate initiatives thatintersect/build upon the Customer Success offers
  • Represent the Customer Success organization at key customermeetings

Qualifications:

  • 7 years' experience in leadership roles in product or servicesmanagement in a technology company
  • Master's degree (MBA preferred) in business or technical field
  • Strong experience in managing revenue and P&L
  • Strong analytical and creative problem-solving skills
  • Strong leadership and cross-functional collaboration experience
  • Well-versed with product/services management platforms and tools
  • Exceptional communication, presentation, and customer-facingskills
  • Proficient in MS Office applications
  • Ability to travel domestically (US) and internationally

Genesys is the world's leading provider of CX (Customer Experience Management Solutions). Genesys is the largest private software company in Silicon Valley (3rd largest in the US/Canada), and we are revolutionizing the way companies engage with their customers. We are a highly successful organization with a solid track record and staying power. Our passionate team solves customer experience challenges for our own customers – and each other – every day. Many companies claim to be global. We actually are. Our team spans over 40 countries and 5 continents. Our diverse team consists of talented, enthusiastic people who are here because they believe in our mission, and because they love what they do here. It's a great place to work. We live our values every day, easily seen in our attention to great customer service, obsessive desire to create success for our clients, daily goal to make things easy for our clients and for each other, and of course, by innovating in all we do. And we like to have a good time, too. We are committed to making a difference in the communities where we live and work. We are always learning. We are growing. We are building a better world. We are Genesys.

Genesys is an equal opportunity employer. We evaluate qualified applicants without regard to age, race, color, religion, sex, disability, veteran status, national origin, genetic information, and other protected characteristics

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