Customer Success Director - Global Accounts (Italy)

Genesys•Italy, TX

About The Position

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 Purpose The goal of this Customer Success Director 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.

Requirements

10+ years’ experience in a customer-facing role in a contact center or related industry
Bachelor’s Degree in a technology- or business-related field
Fluent in Italian and English language skills
Strong 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 environment
Excellent interpersonal, and presentation skills – both written and verbal
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 online communities and social media platforms

Responsibilities

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 relationship with cross functional colleagues.
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.
Work in a cross functional account team to align on account strategy and operations.
Jointly with the Account Executive to manage the customer and identify cross-sell/up-sell opportunities and drive incremental bookings.
Solution Consulting to define personalized adoption and expansion of new capabilities.
Professional Services to leverage their suite of services to drive adoption and value realization pre and post go live.
Technical Account Manager to jointly realize the technical and business success of the customers.
Renewal leaders to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.
Product Management to address product gaps and capture ideas.
Business Consulting to identify the value realization strategy.