Principal Customer Success Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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: Senior Customer Success Manager (CSM)

Location: Colombia

Department: Customer Success

Reports to: Senior Manager, Customer Success

Position Overview:

The Principal Customer Success Manager (CSM) is a strategic partner for Genesys’ strategic and Mid-Market customers, specializing in banking accounts. The role focuses on building long-term relationships, driving product adoption and utilization, ensuring customers achieve their CX vision. The CSM will leverage deep industry knowledge, specifically in banking, to deliver value and outcomes while managing customer success across the customer lifecycle.

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, retention, and revenue growth.

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
• Handling escalations and coordinating across other functional areas to ensure customer needs are met;
• 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., 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:
• 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:

• 10+ years in technology-related role, with a strong background in the banking sector.
• Deep understanding of customer experience (CX) in banking environments.
• Familiarity with Genesys and call center solutions is a plus.
  Familiarity with CX (industry and technology) to drive consultative approach to customer interactions.
• Travel <30%.
• COPC certification is a plus.
• Bachelor’s degree in a technology- or business-related field.
• Experience with CRM tools like Salesforce and Gainsight.
• Excellent communication, relationship-building, and presentation skills.
• Proven ability to manage multiple tasks and priorities in a fast-paced, dynamic environment.

Preferred Skills:

• Analytical mindset to translate data insights into business impacts.
• Ability to think strategically and identify long-term solutions for customers: 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

If you were referred by a Genesys employee, please apply through the link sent directly to your email.

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent 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 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.