Customer Success, Director

Genesys•New York, SC

6d•$128,700 - $226,300•Hybrid

About The Position

The Customer Success Manager (CSM) Director role is focused on establishing life-long relationships between Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. As a highly consultative position, this role champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while leveraging deep technical expertise to ensure optimal solution implementation and adoption.

Requirements

10+ years of experience in technology-related field, including consulting and enterprise account management.
Bachelor’s degree in technology- or business-related field
Successful sales track record within a SaaS organization
Proven experience presenting to and building relationships with C-level executives.
Proficiency with: CRM platforms (Salesforce, Gainsight)
Proficiency with: Microsoft Office Suite (PowerPoint, Excel, Word)
Proficiency with: Online communities and social media platforms
Strong data analysis and executive presentation capabilities

Nice To Haves

Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features
Genesys platform knowledge is a plus.

Responsibilities

Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success.
Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives.
Understand and align with customers' business value drivers, success criteria, and KPIs.
Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score).
Track and monitor adoption metrics, facilitating successful renewals within assigned accounts.
Develop and implement strategic plans to prevent downsells and ensure customer retention.
Proactively identify potential business leads for expansion opportunities.
Prepare and deliver territory plans to define account strategies and align resources.
Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes.
Team with and establish shared accountability with adjacent functions including: Onboarding Specialists to ensure systematic customer introduction and rapid value realization. Professional Services to drive smooth implementation through go live. Renewal Managers to maintain strong forecasting and high retention rates. Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings.