Customer Success Director

5 days ago

⛰️ Colorado – Remote

Although this job is listed in Colorado, this company may be open to hiring remote in other states.

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

+2 more states

⛰️ Colorado – Remote 🐊 Florida – Remote 🌲 North Carolina – Remote 🤠 Texas – Remote

💵 $120.4k - $223.6k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

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Genesys

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Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

Call Center Software • Cloud Contact Center • Customer Experience Software • Contact Center as a Service • Customer Self-Service

5001 - 10000 employees

Founded 1990

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

📋 Description

• 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. • 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. • Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score)

🎯 Requirements

• 5+ 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. • Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features • Genesys platform knowledge is a plus. • Proficiency with: CRM platforms (Salesforce, Gainsight) • Microsoft Office Suite (PowerPoint, Excel, Word) • Online communities and social media platforms • Strong data analysis and executive presentation capabilities

🏖️ Benefits

• Medical, Dental, and Vision Insurance. • Telehealth coverage • Flexible work schedules and work from home opportunities • Development and career growth opportunities • Open Time Off in addition to 10 paid holidays • 401(k) matching program • Adoption Assistance • Fertility treatments