Customer Success Director
| Company | Genesys |
|---|---|
| Location | Washington, USA, Washington, DC, USA, Florida, USA, Nevada, USA, Georgia, USA, Tennessee, USA, Colorado, USA, Utah, USA, Kentucky, USA, Massachusetts, USA, North Carolina, USA, Indiana, USA |
| Salary | $120400 – $223600 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- 5+ years of experience in technology-related field, including consulting and enterprise account management
- Bachelor’s degree in technology- or business-related field
- Successful sales track record within a SaaS organization
- Proven experience presenting to and building relationships with C-level executives
- Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features
- Genesys platform knowledge is a plus
- Proficiency with CRM platforms (Salesforce, Gainsight)
- Proficiency with Microsoft Office Suite (PowerPoint, Excel, Word)
- Strong data analysis and executive presentation capabilities
Responsibilities
- Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey
- Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success
- Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives
- Understand and align with customers’ business value drivers, success criteria, and KPIs
- Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score)
- Track and monitor adoption metrics, facilitating successful renewals within assigned accounts
- Develop and implement strategic plans to prevent downsells and ensure customer retention
- Proactively identify potential business leads for expansion opportunities
- Prepare and deliver territory plans to define account strategies and align resources
- Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes
- Team with and establish shared accountability with adjacent functions including Onboarding Specialists, Professional Services, Renewal Managers, and Sales teams
Preferred Qualifications
- Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features
- Genesys platform knowledge is a plus