Senior Director, Customer Success Management

**Position Purpose**

To deliver value driven outcomes to the highest tier of customers in Genesys. 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.

**Key Responsibilities**

To 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 cross functional team alignment to ensure excellence in customer onboarding, retention, growth and advocacy. Coach and mentor other Customer Success managers. Share best practices with the global customer success community. Develop a strong relationships with cross functional colleagues.

**Responsibilities / Job Duties**

In this role, the primary responsibilities will include:

- Manage a portfolio of customers serving as their primary business point of contact throughout their post
- sale customer journey
- Build effective relationships with C-Level executives in order to understand customers’ business pain points.
- Be able to prescribe the relevant products and services that will solve the pain points and move the needle on their value drivers and KPIs
- Bring deep vertical knowledge and recommendations on the adoption of use cases and services to achieve the key customer business outcomes
- Create Customer Success plans that drive overall adoption and value realization
- Act as an escalation point to work with the cross functional colleagues to resolve issues quickly so as not to distract from strategic conversations with the customer
- Drive participation in Executive round tables, peer reviews, advocacy programs and other Genesys events
- Establish a regular cadence of Executive Business Reviews to track value realization and progress towards their stated business objectives
- Prepare and deliver account reviews to define and align account renewal and growth strategies
- Drive cross functional account team to align on account strategy and operations:

- Technical Account Manager to jointly realize the technical and business success of the customers
- Genesys Partners and Channel Managers to jointly align on adoption, retention and innovation for the end customer
- Professional Services to leverage their suite of services to drive adoption and value realization pre and post go live
- Renewal leaders to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue
- Sales leaders to identify cross-sell/up-sell opportunities and drive incremental bookings
- Product Management to address product gaps and capture ideas
- Business Consulting to identify the value realization strategy
- Solution Consulting to define personalized adoption and expansion of new capabilities

**Required Qualifications**
- Relevant background for example including account management, solution consulting, renewal management, customer success, professional service
- Able to demonstrate account expansion and consumption of services and innovation
- Consultative approach to understanding customer needs and challenges
- Experience and ability to build relationships high and wide within an account
- Thrive in a fast moving and evolving environment
- Proven leadership qualities that unifies and inspires cross-functional teams to meet the changing needs of customers

**Skills and Competencies**
- Customer Focus. Building strong customer relationships and delivering customer-centric solutions
- Future orientated mindset. Identifies prospective possibilities and translating them into breakthrough retention, growth and value adding strategies.
- Understands how the adoption of products and services maps to key business outcomes. Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomes and contact center KPIs.
- Ensures Accountability. Holds self and others and account team accountable to meet commitments
- Growth Mindset. Enjoys taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm
- Communicates Effectively. Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Organizational Savvy. Maneuvering comfortably through complex policy, process and people related organizational dynamics
- Instills Trust. Gains the confidence and trust of others through honesty, integrity and having a deep understanding of the customer pain po