Customer Success Manager | New Zealand
Genesys
Auckland, New Zealand
19h ago

Customer Success Manager New Zealand

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.

What You Can Bring to Genesys

As the CSM you are the customer’s advocate and champion throughout their journey with Genesys. You will recommend, orchestrate, and ensure the 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
  • Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the CSM and customers can achieve mutual success)
  • 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 continuous improvement of customer advocacy measures
  • Establish shared accountability with adjacent functions in key points of the customer journey including : 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
  • You’ve been there and done this

  • 4+ years experience in a technology-related field
  • Bachelor’s Degree in 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 manage / multi-task multiple actions across assigned customer base
  • 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 such as Salesforce and Gainsight, and online communities and social media platforms
  • Work Context

  • Communicates regularly with colleagues and management
  • Uses computer frequently
  • Project management and autonomy
  • Potential International and domestic travel as required
  • Workplace Health and Safety

  • Take reasonable care of your own health and safety
  • Ensure actions of omissions do not adversely affect the health and safety of others
  • Participate in the implementation of risk control measures to prevent injuries or illnesses
  • Cooperate with policies and procedures of Genesys as well as other responsibilities as outlined in WHS management system.
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