Sr. Customer Success Manager

The Customer Success Manager plays thecritical role of supporting Genesys Cloud customers where the focus is ongrowing revenues and delighting customers. The CSM holds a fluidportfolio of clients and is focused on customer retention and renewals of namedaccounts, and selling new solutions and services to the installed base. Dailyactivities include running client meetings and working cross functionallywithin Professional Services, Solutions Engineers, Account Executives andOperations all geared in driving adoption of our most sticky and differentiatedfeatures.

Job Duties (includes but not limited to):

  • Drive best practices development and adoptionwith new logos and existing clients via Quarterly Business Reviews (QBRs) toall named accounts within the portfolio
  • Scout and properly qualify businessopportunities within current Customer Base
  • Stay up to date on product best practices,upcoming releases, and features that could be aligned to help your customersachieve their goals
  • Build and maintain multi-level clientstakeholder relationships to continuously link to our customers' successcriteria through use of Customer Success Plans
  • Seek out and embrace feedback, take on toughassignments to improve skills, keep knowledge and skills up-to-date and turnmistakes into learning opportunities
  • Track customer metrics within CRM system(Salesforce.com), provide tier 2 support and manage contract renewals
  • Lead negotiations and overcome objections fordeal closure
  • Prepare accurate revenue forecasts and sales cyclereporting via Salesforce.com
  • Provide project management to ensure thesuccess of current clients

Job Requirements:

  • At least 3 to 5 years professional solutionselling experience in technology sales
  • Proven track record of consistently exceedingcorporate objectives and quotas
  • Successful experience at account development
  • Excellent communication skills and socialperceptiveness
  • Excellent presentation and negotiation skills
  • Proven ability to excel in relationshipselling
  • Self-driven, motivated and results oriented
  • Proven sales cycle management skills
  • Bachelor's degree or equivalent businessexperience
  • General knowledge of or technical aptitude tolearn telecom, reporting, and Web/Internet technologies

Genesys is the world's leading provider of CX (Customer ExperienceManagement Solutions). Genesys is the largest private software company inSilicon Valley (3rd largest in the US/Canada), and we are revolutionizing theway companies engage with their customers. We are a highly successfulorganization with a solid track record and staying power. Our passionate teamsolves customer experience challenges for our own customers – and each other –every day. Many companies claim to be global. We actually are. Our team spansover 40 countries and 5 continents. Our diverse team consists of talented,enthusiastic people who are here because they believe in our mission, andbecause they love what they do here. It's a great place to work. We live ourvalues every day, easily seen in our attention to great customer service,obsessive desire to create success for our clients, daily goal to make thingseasy for our clients and for each other, and of course, by innovating in all wedo. And we like to have a good time, too. We are committed to making adifference 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 evaluatequalified applicants without regard to age, race, color, religion, sex,disability, veteran status, national origin, genetic information, and otherprotected characteristics


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