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Principal Customer Success Manager

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Genesys

9d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Sales & Business Development
  • Johannesburg
  • Quick Apply

AI generated summary

  • You need 12+ years in tech, a relevant degree, CX familiarity, strong relationship-building skills, strategic planning experience, and proficiency with tools like Salesforce and Gainsight.
  • You will manage customer relationships, drive product adoption, support retention, identify upsell opportunities, and ensure satisfaction through strategic planning and collaboration with internal teams.

Requirements

  • 12+ years experience in a technology-related field
  • Bachelor’s Degree in a technology- or business-related field
  • Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
  • Strong ability to build relationships and proactive engagement using digital touch capabilities
  • Ability to implement strategic goals established by functional leadership, and experience on creating operational plans to achieve these goals, the positive span of influence should be beyond their own local organizational team.
  • Experience on working on significant issues that require conceptual thinking and understanding to solve.
  • Ability to create networks with both senior leaders and junior individual contributors, providing thought leadership for the organization in their specific area.
  • Management of project initiatives of strategic importance to the organization, and leadership assistance in positive Change Management and Transformational Change.
  • Systematic mentorship, and mentorship program evolution for nurturing those CSM’s who are earlier in their career.
  • 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

Responsibilities

  • Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey
  • Identify and support client satisfaction and retention activities, as well as opportunities for additional revenue through upselling and cross-selling
  • Work with their assigned accounts to ensure adoption is maximized, and that customers are using their investment in Genesys to the fullest potential
  • Ensure escalations are coordinated by the Product Support Escalation Managers, and across other functional areas to ensure customer needs are met
  • Ensure that feedback is provided for any gaps in the Product Support Experience to ensure these are fed into a continuous cycle of evolution and improvement
  • Build post-sales relationships with customers to drive and increase adoption and utilization of products and services
  • 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)
  • Monitor customer success in using Genesys's products / services
  • Provide access to technical leadership for better understanding of Genesys
  • Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
  • Promoting continuous growth through the relevant innovation path
  • 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
  • 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

FAQs

What is the primary responsibility of the Principal Customer Success Manager at Genesys?

The primary responsibility is to establish a lifelong relationship between Genesys and its customers by advising and equipping them to achieve their customer experience (CX) vision.

What are some key objectives for this role?

Key objectives include managing a portfolio of customers, ensuring satisfaction and retention, maximizing product adoption, and identifying upselling and cross-selling opportunities.

How many years of experience is required for this position?

A minimum of 12+ years of experience in a technology-related field is required.

What qualifications are necessary for the Principal Customer Success Manager role?

A Bachelor’s Degree in a technology- or business-related field, along with familiarity with CX industry and technology, is necessary.

Can this role involve mentoring other Customer Success Managers?

Yes, the role involves systematic mentorship and support for nurturing those Customer Success Managers who are earlier in their careers.

What skills are essential for success in this position?

Strong interpersonal and presentation skills, the ability to build relationships, strategic thinking, and experience with productivity and CRM tools are essential for success.

Is customer onboarding part of the responsibilities for this position?

Yes, ensuring systematic onboarding of new customers is a key responsibility to help them realize value quickly.

Does Genesys offer support for employees requiring reasonable accommodations?

Yes, Genesys provides support for reasonable accommodations during the application process and encourages those needing assistance to reach out.

Are there opportunities for professional growth within Genesys?

Yes, Genesys encourages internal strategic initiatives and continuous improvement programs, providing opportunities for professional growth and development.

How does Genesys ensure customer success through this role?

By monitoring customer success, developing Customer Success Plans, and establishing regular executive business reviews to track progress towards business objectives.

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Genesys

Orchestrating billions of remarkable experiences in more than 100 countries – through cloud, digital and AI technology.

Technology
Industry
5001-10,000
Employees
1990
Founded Year

Mission & Purpose

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.