Manager of Customer Success

hace 6 días

Madrid, España Genesys A tiempo completo

We have an excellent opportunity for a Manager, Customer Success based from Spain. The goal of this player manager, Customer Success role is to lead a team of Customer Success Managers (CSMs) focusing on the growth and retention of Genesys’ customers. Their goal is to coach, develop, manage and enable the Customer Success Managers in support of their responsibilities. The role holder will also manage a small portfolio of strategic customers. **Key Responsibilities** The player manager leads and works with their team of CSMs as they advocate and champion their customers’ journeys and orchestrate the right strategies, products, and services to help customers rapidly realize their business outcomes. The Manager works closely with leaders from other Genesys functions to ensure a One Genesys approach to customer success. **Responsibilities / Job Duties** In this role, the primary responsibilities will include (but are not limited to): - Support their team in helping customers achieve their business outcomes by consuming and adopting relevant Genesys’ products, services, and best practices - Conduct a regular talent review cadence with their team to ensure ongoing development and progress toward agreed-upon career goals and objectives - Enable their team to drive customer reference-ability and advocacy, and to drive participation in key engagement activities such as Customer Advisory Board, Customer Roundtable, etc - Establish relationships with other team leaders, defining roles, responsibilities, and 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 and ensure that the customers adopt high value PS services and personalized evolution plans - 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 **Required Qualifications** - 2+ years’ experience in a SaaS CSM people management role - Substantial experience working as a Customer Success Manager in a SaaS company - Bachelor’s or advanced degree in technology - or business-related field - Familiarity with CX (industry and technology) to lead a consultative approach - Fostering an environment of teamwork and collaboration - Ability to thrive in a dynamic environment - Excellent interpersonal, presentation skills - both written and verbal - Ability to consistently maintain a positive and resilient attitude - Leadership profile that unifies, influences, and motivates cross-functional teams in an empathic manner - Experience in identifying opportunities to expand the reach of the Genesys - Proficient with PowerPoint/Excel/Word, Salesforce and Gainsight - Travel

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