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.
Customer Success Director - APAC
Sydney or Melbourne (Flexible), Australia
The Customer Success Director is an individual contributor role that works cross functionally within the business and directly with customers to provide leadership over customer value creation. In addition to leading strategic initiatives, this role involves managing a set of customers and owning key accounts to ensure the successful delivery of their transformation.
This role demands a strong background in both management consulting and value consulting. It is critical in driving strategic initiatives and ensuring the success of our customers journeys. As a key player in our Customer Success organisation, you will leverage your expertise in Post Sales elevating the capabilities of Customer Success, provide strategic oversight and collaborate with various teams to ensure customers achieve their CX vision and business outcomes.
This role opens up opportunities for applicants based in Sydney or Melbourne.
What You’ll Do:
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Lead and oversee the execution of customer success strategies, focusing on transformation to meet and exceed customer business objectives.
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Partner with marketing to integrate Genesys's point of view on specific subject matter areas within customer experience and the contact centre.
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Facilitate and or lead strategic workshops with customers to uncover opportunities for value creation and optimisation, leveraging Digital & AI to align with their business goals.
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Execute strategic initiatives that align with Genesys long-term vision for customer experience (CX) and innovation.
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Serve as a strategic advisor to Customer Success Managers (CSMs), utilising your management and value consulting background to provide guidance on complex customer scenarios and drive best practices across the team.
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Manage a portfolio of high-impact customers, serving as their primary executive contact and advocate throughout their CX journey.
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Understand customers’ business value drivers, success criteria, and KPIs to develop and execute comprehensive Customer Success Plans that demonstrate tangible value.
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Prescribe and ensure the adoption of the right strategies, products, and services to achieve key customer business outcomes.
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Establish and lead regular Executive Business Reviews with customers to track progress and adjust strategies as needed.
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Drive collaboration with adjacent functions, such as Onboarding, Professional Services, Renewal Management, and Sales, to ensure seamless customer journeys and outcomes.
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Take ownership of strategic internal initiatives and continuous improvement programs to drive customer success and growth.
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Prepare and deliver territory plans to define account strategies and align resources.
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Establish shared accountability with adjacent functions at key points in the customer journey, including:
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Onboarding Specialists: Ensure new customers are systematically introduced into Genesys and begin to realise value as rapidly as possible.
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Professional Services: Ensure that implementations progress smoothly to go-live.
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Renewal Managers: Drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.
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Sales: Identify cross-sell/up-sell opportunities and drive incremental bookings.
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Perform ad-hoc duties as directed by Management.
You’ve Been There and Done This:
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12+ years of experience in a technology-related field, with a strong background in management consulting and value consulting.
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Proven track record of executing on internal strategic initiatives end-to-end, ensuring alignment with organisational goals and driving successful outcomes.
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Proven track record in executing and delivering solutions and driving transformation initiatives for customers.
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Bachelor’s Degree in a technology or business-related field; an advanced degree (MBA or equivalent) is preferred.
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Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers.
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Excellent interpersonal, presentation, and communication skills, both written and verbal.
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Proficient in productivity tools including PowerPoint, Excel, Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms.
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A positive attitude, high willingness to learn, and adaptability to new challenges.
Work Context
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Communicates regularly with colleagues and management.
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Project management and autonomy
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Potential International and domestic travel as required.
Please note that Genesys will not accept resumes from agencies at this time.
To be eligible to apply for this role you must be legally permitted to work in Australia
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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.
