Jobs Available at Genesys

• We are looking for a candidate with a passion for working with leading edge software technologies in a global multicultural and diverse environment. This is an individual contributor role.

What is the role about?

• Interface with key client stakeholders/executives and effectively influence them to shape their CCaaS transformation program and executive sponsorship.
• Identify, understand, and address business problems through interpersonal and analytical assessment with stakeholders in the CX, EX, Digital, AI and Contact Centre Operational teams.
• Analyses and reviews current business operations; facilitates and leads workshops and focus groups to determine and implement business process improvements that leverage the latest innovation available in the AI-powered experience orchestration ecosystem.
• Collaborates with customer CX, EX, Digital, AI and Contact Centre Operational teams to analyse and understand key customer requirements, document and prioritize them on a transformational roadmap
• Interfaces between the business and technical teams and facilitates discussions to find ideal solutions to business problems.
• Supports the relevant stakeholders to develop and lead actionable and targeted change management plans – including communications, training, sponsor roadmap, coaching, resistance management, and adoption and sustainment strategies.   
• Identifies key CX, EX, Digital, AI, Contact Centre Operations and OCM (Organizational Change Management) issues, concerns, and risks that may have an impact on the transformation program
• Demonstrate ownership, dedication and high-quality consulting engagements by building strong and trusted relationships with all internal and external stakeholders.
• Contribute to the development of standardized CX Advisory offerings for use across the team.
• Support Genesys thought leadership by contributing to articles, webinars, roundtables, conferences, etc
• Provide mentorship, guidance, and training to internal teams to develop the CX, EX, Digital, AI and Contact Centre Operational expertise within Genesys.
• Occasional travel might be required.

What will you bring?

• Proven excellence with customer facing activities, leading workshops, building, and delivering excellent presentations.
• Must have excellent communication skills and must be comfortable to communicate with both business and technical teams up to C-level.
• Experience working as a Consultant in the CX, EX, Digital, AI, and Contact Centre Operational areas and able to advise on appropriate solutions to customer business and operational issues.     
• Must have experience with working on large scale projects and programs that deliver business change in the CX, EX, Digital, AI and Contact Centre Operations.    
• Awareness of industry standard change models such as (Kotters, ADKAR, Lewins, etc). 
• Experienced with Design Thinking concepts and methodology for driving collaborative workshops.
• Able to provide guidance around CX, EX, Digital, AI and Contact Centre Operational KPIs and business scorecard best practice.
• Experience with implementing key change initiatives or working as a Change Consultant in an advisory capacity.
• Have an understanding of Agile concepts such as: user stories, epics, product demos, sprint planning and execution.
• Extensive analytical and creative skills in a complex environment with flexibility in finding solutions.
• Innovative approach, thinking outside of the box and able to consider different perspectives and lead divergent opinion to consensus.
• Strong decision making, leadership and influencing skills.
• Language: English and Afrikaans at professional level.

go to method of application »

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