Sr. Customer Success Manager

**Sr. Customer Success Manager - Singapore**

As the Sr. Customer Success Manager, you will establish a life-long relationship between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision.

You are the customer’s advocate and champion throughout their journey with Genesys to recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realise their business outcomes.

Working with related business functions you will ensure customer onboarding, adoption, retention, and revenue growth.

**What You’ll Do: In this role, the primary responsibilities will include (but are not limited to)**:

- Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey
- 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)
- Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
- Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives
- Drive customer referenceability and continuous improvement of customer advocacy measures (e.g., Genesys Experience Index)
- Prepare and deliver territory plans to define account strategies and align resources
- Team and establish shared accountability with adjacent functions in key points of the customer journey, 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

**What do you need to have **
- 5+ years’ experience in a technology-related field
- Bachelor’s Degree in a technology discipline or business-related field
- Familiarity with CX (industry and technology) to drive a consultative approach to customer interactions
- Strong ability to build relationships and proactive engagement using digital touch capabilities
- Ability to manage/multi-task multiple actions across the assigned customer base Ability to thrive in a dynamic environment
- 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 online communities and social media platforms
- Based in Singapore with the ability to travel post-Covid.

LI-JM1

Please note that Genesys will not accept resumes from agencies at this time.

**Covid-19**:
Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time.

As our Covid-19 task force and internal teams plan to reopen our global offices, the policies and procedures will continue to be updated.

**About Genesys**:
**Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.