Hybrid Principal Customer Success Manager Global Accounts (DACH)
Genesys · Frankfurt, Hesse, Germany, Deutschland · Hybrid
About the job
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.Position PurposeThe goal of this Principal Customer Success Manager is to establish a life-long relationship between Genesys and Genesys’ global customers by advising and equipping them to achieve their customer experience (CX) vision.You will need to accomplish this by taking a highly strategic and proactive approach to building lifetime senior level customer relationships. You need to have a deep understanding the customer’s business goals and pain points in order to make recommendations on how our products and services will help the customer adopt, realize value and accomplish their overall business goals.Global CSM are the customer’s advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure the 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, adoption, retention, and revenue growth.Key ResponsibilitiesTo be a strategic advocate and champion throughout the customer’s journey with Genesys. Recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly solve their problems and realize their business outcomes.Build relationships with senior customer executives and orchestrate account strategy through crossfunctional team alignment to ensure excellence in customer onboarding, retention, growth andadvocacy. Coach and mentor other Customer Success managers. Share best practices with the globalcustomer success community. Develop a strong relationships with cross functional colleagues.Responsibilities / Job DutiesIn this role, the primary responsibilities will include:
Work in a cross functional account team to align on account strategy and operations:
pre and post go live
rates and growth of recurring revenue
Required Qualifications10+ years’ experience in a customer-facing role in a contact center or related industryBachelor’s Degree in a technology- or business-related fieldStrong ability to build relationships and proactive engagement using digital touch capabilities.Ability to manage multiple large, complex global customers and experience with managing several millions in revenue.Ability to thrive in a dynamic environmentExcellent interpersonal, and presentation skills – both written and verbalLeadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customersExperience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platformsIf 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 .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.
