Principal Customer Success Manager - Global Accounts (UK, Nordics)

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Description: Principal Customer Success Manager - Global Accounts (UK, Nordics)

Job Title: Principal Customer Success Manager - Global Accounts (UK, Nordics)

Department & Team: EMEA CSM Team

Reports to: Director, Customer Success Management – Global Accounts

Location: United Kingdom

Summary:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Position Purpose

The goal of this Senior role is to establish a life-long relationship between Genesys and Genesys’ global customers by advising and equipping them to achieve their customer experience (CX) vision.

You will need to accomplish this by taking a highly strategic and proactive approach to building lifetime senior level customer relationships. You need to have a deep understanding the customer’s business goals and pain points in order to make recommendations on how our products and services will help the customer adopt, realize value and accomplish their overall business goals.

Global CSM are the customer’s advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure the 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.

Key Responsibilities

To be a strategic advocate and champion throughout the customer’s journey with Genesys. Recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly solve their problems and realize their business outcomes.

Build relationships with senior customer executives and orchestrate account strategy through cross

functional team alignment to ensure excellence in customer onboarding, retention, growth and

advocacy. Coach and mentor other Customer Success managers. Share best practices with the global

customer success community. Develop a strong relationships with cross functional colleagues.

Responsibilities / Job Duties

In this role, the primary responsibilities will include:

• Build effective relationships with C-Level executives in order to understand customers’ business

• pain points.

• Be able to prescribe the relevant products and services that will solve the pain points and move

• the needle on their value drivers and KPIs

• Bring deep vertical knowledge and recommendations on the adoption of use cases and services

• to achieve the key customer business outcomes

• Create Customer Success plans that drive overall adoption and value realization

• Act as an escalation point to work with the cross functional colleagues to resolve issues quickly

• so as not to distract from strategic conversations with the customer

• Drive participation in Executive round tables, peer reviews, advocacy programs and other

• Genesys events

• Establish a regular cadence of Executive Business Reviews to track value realization and progress

• towards their stated business objectives

• Prepare and deliver account reviews to define and align account renewal and growth strategies

Work in a cross functional account team to align on account strategy and operations:

• Jointly with the Account Executive to manage the customer and identify cross-sell/up-sell opportunities and drive incremental bookings

• Solution Consulting to define personalized adoption and expansion of new capabilities

• Professional Services to leverage their suite of services to drive adoption and value realization

  pre and post go live

• Technical Account Manager to jointly realize the technical and business success of the customers

• Renewal leaders to drive strong forecasting and renewal practices that deliver high retention

  rates and growth of recurring revenue

• Product Management to address product gaps and capture ideas

• Business Consulting to identify the value realization strategy

Required Qualifications

10+ years’ experience in a customer-facing role in a 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 global customers and experience with managing several millions in revenue.

Ability to thrive in a dynamic environment

Excellent interpersonal, and presentation skills – both written and verbal

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 online communities and social media platforms

#LI-MC1

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 reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

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Genesys is an equal opportunity employer committed to equity 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.