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.
Senior Customer Success Manager - Sydney or Melbourne
The goal of the Customer Success Manager (CSM) role is to establish a lifelong relationship between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision. As the CSM you are the customer’s advocate and champion throughout their journey with Genesys.
You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realise their business outcomes. Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.
This role opens opportunities for applicants based in Melbourne or Sydney.
What You will Do:
The primary responsibilities for this role 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
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 continuous improvement of customer advocacy measures
Prepare and deliver territory plans to define account strategies and align resources
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
Ad-hoc duties as directed by Management
Take on and assist in driving internal strategic initiatives and continuous improvement programs.
You have been there and done this…
7+ years’ experience in a technology-related field
Bachelor’s degree in technology- or business-related field
Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
Strong ability to build relationships and proactive engagement using digital touch capabilities
Ability to manage/multi-task multiple actions across assigned customer base
Excellent interpersonal, presentation skills – both written and verbal
Positive attitude and high willingness to learn
Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as
Familiar with Salesforce and Gainsight, and online communities and social media platforms
Experience working with SaaS contact centre platforms
Experience working to advise customers on use of digital channels and/or omnichannel interactions
Experience working to advise customer on the use of and interaction to AI tools and applications
Salesforce and Gainsight, and on-line communities and social media platforms
Please note that Genesys will not accept resumes from agencies at this time.
To be eligible to apply for this role you must have work rights in Australia
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].
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Genesys is an equal opportunity employer committed to fairness 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.
