The goal of the Customer Success Representative is to establish a life-long relationships between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision. The Customer Success Representative is expected to engage with a large volume of customer accounts using a variety of different tools and channels to help drive adoption and achieving customer business outcomes. This role will be both reactive and proactive in assisting customers best in their use of our solutions.

Key Responsibilities:

They are the customer’s advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure the adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. They work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth. 

• Manage a large volume of accounts supporting a customer’s growth by driving adoption and ensuring value realization is achieved
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Customer Success Associate 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 
• Drive customer reference ability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score) 
• Prepare and deliver territory plans to define account strategies and align resources
• Lead on cross functional initiatives that enhance adoption, value creation and advocacy
• Team and 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  
• Support in the rollout of our Genesys digital customer engagement model by designing engagement content relevant to the stage of a customer’s journey as they interact with Genesys
• Influence our customer base to leverage self-service and C2C networking through community and user group interaction
• Create webinars aimed at assisting customers driving adoption and value realization of the platform
• Utilize data as part of your daily decision making to dynamically drive value based on the customers’ needs
• Engage in our Risk Management program focusing on delivering customer stability and longevity through get-to-green plans focused on a customer’s Genesys business pain points

 Minimum Requirements:

• 2/3 years’ experience in a technology-related field 
• Bachelor’s Degree in technology- or business-related field 
• Interest in the 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 
• Travel <30%  

Ideal Requirements:

• Customer Success background experience, ideally working with customers in a scalable environment
• Experienced in the creation of new content designed to allow our customers to enhance their self-service engagement
• Previous knowledge in a needs-based role in which customer engagement was dynamic and driven based on data decisions
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms 
• Bachelor’s Degree 
• Languages: Fluent English, plus one other Language preferred

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