Customer Success Manager

locations
- Paris, France
- time type
- Full time
- posted on
- Posted Today
- job requisition id
- JR106335
- Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
- We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
- Job Title: Customer Success Manager
Department & Team: EMEA Customer Success
Summary:
The CSM Team consists of Customer Success Managers working in a collaborative, team-based approach to deliver Customer Success for a large number of smaller customers. The engagement model the CSM team applies is a proactive, needs-based approach utilizing data, systems, playbooks, personal and 1-to-Many (digital) delivery modes. Customer Success Manager (CSM) works with Genesys Cloud customers and partners to improve product onboarding, adoption, drive value realization, growth and manage revenue retention through timely renewals.

The CSM orchestrates the customer journey using pre-defined methodologies, self-service, and blending automation with personal touch to deliver customer success to a large number of customers.

They work closely with related functions in Genesys to ensure customer onboarding, retention, and product adoption.

Responsibilities / Job Duties

In this role, the primary responsibilities will include (but are not limited to):

- Work with Genesys customers and partners through proven Onboarding methodology.
- Work collaboratively with customer success team to ensure the success of a large portfolio of Customers.
- This includes working closely with related functions in Genesys and in Partner organizations to ensure customer onboarding, product adoption, and retention
- Proactively monitor the overall health of the portfolio as it relates to customer engagement and customer success
- Understand customers’ business value drivers, success criteria, and KPIs to develop Customer
- Success Plans (actionable blueprints by which the CSM, partners, and customers can achieve
- mutual success)
- Engage with partners to deploy adoption plan evolving over time with business outcomes
- Link and prescribe the adoption and use of product features/functionality and services to the
- achievement of key customer business outcomes
- Drive customer reference ability and continuous improvement of customer advocacy measures (e.g., GCAP program)
- Collaborate with Renewal Manager and Partners when applicable in order to meet on-time renewals

Required Qualifications
- Minimum 4 years experience in a technology-related field
- Prior experience as a CSM or in a direct customer-facing role
- Language Fluency: Fluent in French, English and ideally has a third language (German is desirable),
- University Degree in a technology or business-related field, or equivalent experience
- Experience in working with a team to identify process failures and improvements, and continuously improve business processes
- Strong ability to build relationships and proactive engagement using digital touch capabilities
- Ability to manage/multi-task multiple actions across 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
- Experience with productivity tools including PowerPoint/Excel/Word, CRM tools
- including Salesforce and Gainsight, and online communities and social media platforms Travel
- Understanding of cloud SaaS product knowledge, business and deployment models
- Experience in B2B environment involving Partners and partner-led customer relationships
- About Genesys:

- Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit- #LI-MC1
- If a Genesys employee referred you, please