Current Openings at Genesys

Principal Customer Success Manager

• The goal of this Customer Success Manager (CSM) role is to establish a lifelong relationship between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision.
• As the CSM you are the customer’s advocate and champion throughout their journey with Genesys.
• You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realise their business outcomes. Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.

What You’ll Do: The primary responsibilities for this role include (but are not limited to).

• 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.

You’ve been there and done this…

• 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

go to method of application »

• The Service Delivery Manager will be a vital member of the Genesys EMEA Customer Success and Services team as she/he will be responsible for the Development and Execution of our Managed Services offering. The operational service delivery is a vital element of our overall Experience as a Service promise and is offered to our key customers. The role and service include coordinating service delivery, monitoring managed service performance, status and profitability, coordinating delivery resources, managing client expectations, and continuously improving the OSM processes next to the overall Strategic development of the actual offering.
• You will be the primary interface both internal as with our active customers around our OSM offering. From that interaction, we expect solid client's business insight and a way to establish inroads into the organisation of the account to increase Genesys visibility and be responsible for all Genesys personnel incl. sub-contractors working on the engagement. 
• Core to our vision around Experience as a Service is building Trust and Empathy with our customers and partner ecosystem and as the Service Delivery Manager, you will be in the forefront.

The primary responsibilities for this role include (but are not limited to):

• Manage client relationships: The Service Delivery Manager will be responsible for maintaining relationships with Genesys Operational Service Management customers and ensuring their needs are met and provide regular updates on service delivery and respond to client inquiries and concerns.
• Coordinating service delivery: The Service Delivery Manager will oversee the delivery of services to clients and coordinate the efforts of different Genesys engagement teams to ensure that services are delivered in a timely and efficient manner. The role will entail managing all aspects of the Managed Service and DevOps, including day-to-day leadership of the delivery team risk management and risk mitigation plan, scope documentation, scheduling resources, setting goals and priorities, reporting status, and assisting in tracking and resolving issues as the first escalation point.
• Monitoring service performance: The Service Delivery Manager will, in collaboration with the Customer Success Manager. track and monitor the performance of services, identify areas for improvement, and implement changes as needed.
• Ensuring compliance with service level agreements and maintaining budget: The SDM will be responsible for ensuring that service level agreements are met, and that the services provided meet the required quality standards. They will also be responsible for managing budgets for service delivery, ensuring that resources are allocated effectively, and that costs are kept within budget.
• Continuously improving processes: Service Delivery Managers will continuously evaluate the Operational Service Management process and improve the processes to ensure that services are delivered efficiently and effectively.
• Achieve customer satisfaction goals.
• Next to the Operational execution; take responsibility to further develop and evolve the OSM service offering in alignment with our corporate services strategy 
• Maintain close links with other functions in Professional Services and other Company departments especially Sales, Pre-Sales and Marketing, Support, and Education.
• Maintain quality relationships between our clients, strategic partners and/or third-party providers.
• Generate incremental license and services revenue through direct customer contact.
• Achieve profitability goals by providing high-quality, innovative solutions and efficient delivery services.

Minimum Requirements:

• Very good verbal and written skills in English are mandatory, an additional major language (such as French, German, Spanish) would be an advantage.
• 3+ years relevant experience in the IT industry ideally in the Contact Centre, Telecommunication and/or CRM market.
• Proven IT Service Delivery Management experience.
• University degree in Engineering, Economics, Management or equivalent would be an advantage.
• Understanding of ITIL V4 standards, and specifically ITIL Service Delivery, ideally with an ITIL® 4 Managing Professional (MP) Certification
• Has an understanding of computer architecture, open systems products (hardware and software), project management tools and methodologies, customer and Professional Services.
• Full understanding of Contact Centre Market and the Cloud enablement we play in
• Ability to take the initiative, trouble-shoot, build relationships, develop a team, solicit/gain support inside and outside of Professional Services.
• Ability to work unsupervised and in a proactive manner.
• Proven ability to work under pressure both within a team and on your own.
• Computer literate in the use of MSOffice, MS Project or similar, word processing, spreadsheet, presentation and project control tools.
• Full clean driving license.

Desirable Skills:

• Project Management Certification, e.g. Prince2, PMI.
• ITIL 4 Managing Professional (MP) Certification
• Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level that you are able to discuss simple solutions.