Genesys empowers more than 8,000 organizations in over100 countries to improve loyalty and business outcomes by creatingthe best experiences for customers and employees. Through GenesysCloud, the #1 AI-powered experience orchestration platform, Genesysdelivers the future of CX to organizations of all sizes so they canprovide empathetic, personalized experiences at scale. As thetrusted, all-in-one platform born in the cloud, Genesys Cloudaccelerates growth for organizations by enabling them todifferentiate with the right customer experience at the right time. We employ more than 6,000 people across the globe who embraceempathy and cultivate collaboration to succeed. Join the team andcreate the future of customer experience together. Job Title:Senior Customer Success Manager Department & Team: CSM LATINAMERICA Reports to: Senior Manager Customer Success Summary: KeyResponsibilities CSMs are the customer's advocate and championthroughout their journey with Genesys. They are highlyconsultative, demonstrate thought leadership, and recommend,orchestrate, and ensure adoption of the right strategies, products,and services to help customers rapidly realize their businessoutcomes. They work closely with related functions in Genesys toensure customer onboarding, retention, and revenue growth. Responsibilities / Job Duties In this role, the primaryresponsibilities will include (but are not limited to): 1. Manage aportfolio of enterprise customers serving as their primary businesspoint of contact with high-touch engagement throughout their CXjourney. 2. Understand customers’ business value drivers, successcriteria, and KPIs to develop Customer Success Plans (actionableblueprints by which the Genesys Customer Success Manager andcustomers can achieve mutual success). 3. Prescribe the adoptionand use of product features/functionality and services to theachievement of key customer business outcomes. 4. Establish aregular cadence of Executive Business Reviews with the customer totrack progress towards their stated business objectives. 5. Trackand monitor adoption and facilitate renewal within assignedaccounts. Put plans in place to avoid downsells or non-renewal. 6. Drive customer referenceability and continuous improvement ofcustomer advocacy measures (e.g., Net Promoter Score). 7. Proactively identify potential business leads for further Genesysbusiness opportunities to support account growth, upsell, andexpansion. 8. Prepare and deliver territory plans to define accountstrategies and align resources. 9. Team with and establish sharedaccountability with adjacent functions in key points of thecustomer journey including, but not limited to: 1) OnboardingSpecialists to ensure new customers are systematically introducedinto Genesys and begin to realize value as rapidly as possible, 2)Professional Services to ensure that implementations progresssmoothly to go-live, 3) Renewal Managers to drive strongforecasting and renewal practices that deliver high retention ratesand growth of recurring revenue, 4) Sales to identifycross-sell/up-sell opportunities and drive incremental bookings. Required Qualifications 1. 5+ years of experience in atechnology-related field, including consulting and enterpriseaccount management. 2. Bachelor’s Degree in a technology- orbusiness-related field. 3. Successful sales track record within aSaaS organization. 4. Extremely strong customer-facing skills,including ability to present to C-level and build relationships. 5. Ability to manage/multi-task multiple actions across assignedcustomer base. 6. Ability to thrive in a dynamic, competitiveenvironment. 7. Proactive mindset with strong conscientiousfollow-through. 8. Excellent interpersonal and presentation skills– both written and verbal. 9. Positive attitude, conscientiousfollow-through, and high willingness to learn. 10. Leadership andcommunication profile that unifies, influences, and inspirescross-functional teams to meet the changing needs of customers. 11. Experience with productivity tools including PowerPoint/Excel/Word,CRM tools such as Salesforce and Gainsight, and online communitiesand social media platforms. 12. Preferred experience with CCaaStechnology, platforms, partners, terms, business practices, KPIs,and features. Bonus if Genesys-specific. 13. Travel #LI-HybridAbout Genesys: Every year, Genesys orchestrates billions ofremarkable customer experiences for organizations in more than 100countries. Through the power of our cloud, digital, and AItechnologies, organizations can realize Experience as a Service,our vision for empathetic customer experiences at scale. ReasonableAccommodations: If you require a reasonable accommodation tocomplete any part of the application process or are limited in theability or unable to access or use this online application processand need an alternative method for applying, you or someone youknow may reach out to **@genesys.com. You can expect a responsefrom someone within 24-48 hours. Genesys is an equal opportunityemployer committed to equity in the workplace. We evaluatequalified applicants without regard to race, color, age, religion,sex, sexual orientation, gender identity or expression, maritalstatus, domestic partner status, national origin, genetics,disability, military and veteran status, and other protectedcharacteristics. Please note that recruiters will never ask forsensitive personal or financial information during the applicationphase. #J-18808-Ljbffr Customer Service