Customer Success Director

, TX, United States

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Position Purpose

The goal of this Customer Success Director 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 reference ability 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 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

Required Qualifications

7+ years’ experience in a customer-facing role in contact center or related industry

Bachelor’s Degree in a technology- or business-related field

Strong ability to build relationships and proactive engagement using digital touch capabilities

Ability to manage multiple large, complex customers and experience with managing $20+m in revenue

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

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

Customer Focus – Building strong customer relationships and delivering customer-centric solutions

Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholders

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

Ensures Accountability – Holding self and others accountable to meet commitments

Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals

Action oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm

How we Interact

Collaborates – Building partnerships and working collaboratively with others to meet shared objectives

Manages Conflict – Handling conflict situations effectively with a minimum of noise

Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control

Communicates Effectively – Developing and delivering multi-mode 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

Instills Trust – Gaining the confidence and trust of others through honesty, integrity and authenticity

Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

$104,000.00 - $216,000.00

Benefits:

Medical, Dental, and Vision Insurance.

Telehealth coverage

Flexible work schedules and work from home opportunities

Development and career growth opportunities

Open Time Off in addition to 10 paid holidays

401(k) matching program

Adoption Assistance

Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.

This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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