Senior 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 6000 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 - India

Build something new with a world-class team.

At Genesys we allow our employees to make their mark by entrusting them to make decisions and do what theyve been hired to do : their very best. Your potential is waiting; why are you

The goal of this Senior Customer Success Manager 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 customers 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.

Key Responsibilities :

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

Drive AI / Digital adoption.

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.

Minimum Requirements :

10 years experience in a technology-related field

Bachelors Degree in a technology or business-related field

Familiarity with CX (industry and technology) to drive consultative approach to customer interactions.

Has been exposed and successfully worked with customers to deliver AI / Digital solutions.

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

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 on-line communities and social media platforms

#LI-Hybrid

#LI-GR1

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

About Genesys :

Genesys empowers more than 8000 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 .

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 .

You can expect a response within 2448 hours. To help us provide the best support click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions please include them in your email.

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Required Experience :

Manager

Key Skills

Debugging,Remote Access Software,IT Service Management,IOS,Multithreading,VPN,Neo4j,FISMA,SSO,Github,Google Suite,Troubleshooting

Employment Type : Full-Time

Experience : years

Vacancy : 1