Build something new with a world-class team. At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you? Job Summary & Description - see below Job Title: gCSM Customer Success Manager Department & Team: Customer Success & Services; gCSM Team Reports to: Jessica Bobbitt Location: Colombia with Mexico City as possible secondary location Position Overview The Global CSM Team (gCSM) 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 gCSM team applies is a proactive, needs-based approach utilizing data, systems, playbooks, personal and 1-to-Many delivery modes. Customer Success Manager (gCSM) works with Genesys Cloud customers and partners in the SMB segments to improve product adoption, drive value realization and manage revenue retention through timely renewals. The gCSM 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 collaboratively with the 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, retention, and product adoption - 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 gCSM, 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 references and encourage customer advocacy measures (e.g., GCAP program) - Support the Onboarding Specialist function to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible - Collaborate with Renewal Manager and Partners when applicable in order to meet on-time renewals Required Qualifications - Minimum 5 years experience in a technology-related field - Prior experience as a CSM or in a direct customer facing role - Language Fluency: English and at least one of the following, Spanish, Portuguese - 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, and 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, Gainsight, and online communities - Travel <10% - Understanding of cloud SaaS product knowledge, business and deployment models - Experience in B2B environment involving Partners and partner-led customer relationships Skills and Competencies Analytical Mindset - Analyze data - Ability to identify patterns, trends and insights through data Foundational Product Skill - Product Knowledge - Knowledge of key features/functionality and major project lines - Understands how the adoption of products relates to key business outcomes - Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomes How we Think - Balancing the needs of multiples stakeholders - Anticipating and balancing the needs of multiple stakeholders How we Own It - Ensures Accountability - Holding self and others accountable to meet commitments - Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement How we Interact - Collaborates - Building partnerships and working collaboratively with others to meet shared objectives - Manages Conflict - Handling conflict situations effectively with a minimum of noise - Active listener - Focuses on the person speaking with the intent of understanding versus self-focus and control - Communicates Effectively - Developing and delivering multi-mode communications that convey a clear u