• Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journey
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Customer Success Manger 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
• Track and monitor adoption and facilitate renewal within assigned accounts. Put plans in place to avoid downsells or non-renewal
• Drive customer referenceability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score)
• Proactively identify potential business leads for further Genesys business opportunities to support account growth, upsell and expansion
• Prepare and deliver territory plans to define account strategies and align resources
• Team with and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to: 1) Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible, 2) Professional Services to ensure that implementations progress smoothly to go-live, 3) Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue, 4) Sales to identify cross-sell/up-sell opportunities and drive incremental bookings

• 5+ years of experience in a technology-related field, including consulting and enterprise account management
• Bachelor’s Degree in a technology- or business-related field
• Successful sales track record within a Saa S organization
• Extremely strong customer-facing skills, including ability to present to C-level and build relationships
• Ability to manage/multi-task multiple actions across assigned customer base
• Ability to thrive in a dynamic, competitive environment
• Proactive mindset with strong conscientious follow-through
• Excellent interpersonal, and presentation skills – both written and verbal
• Positive attitude, conscientious follow-through, and high willingness to learn
• Leadership and communication profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers
• Experience with productivity tools including Power Point/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms
• Preferred experience with CCaa S technology, platforms, partners, terms, business practices, KPIs, and features. Bonus if Genesys-specific
• Travel <30%