Customer Success Director

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer and employee experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Genesys is hiring a Customer Success Director passionate about working with our most strategic brands. The goal of this Senior individual contributor role is to establish a life‑long relationship between Genesys and Genesys’ global customers by advising and equipping them to achieve their customer experience (CX) vision. You will need to accomplish this by taking a highly strategic and proactive approach to building lifetime senior level customer relationships.

You need to have a deep understanding the customer’s business goals and pain points in order to make recommendations on how our products and services will help the customer adopt, realize value and accomplish their overall business goals. Strategic CSD’s 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, adoption, retention, and revenue growth.

Key Responsibilities  To be a strategic advocate and champion throughout the customer’s journey with Genesys. Recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly solve their problems and realize their business outcomes.
Build relationships with senior customer executives and orchestrate account strategy through cross functional team alignment to ensure excellence in customer onboarding, retention, growth and advocacy.
Coach and mentor other Customer Success managers.
Share best practices with the global customer success community.
Develop a strong relationships with cross functional colleagues.
Responsibilities /

Job Duties   Build effective relationships with C‑Level executives in order to understand customers’ business pain points.
Be able to prescribe the relevant products and services that will solve the pain points and move the needle on their value drivers and KPIs.
Bring deep vertical knowledge and recommendations on the adoption of use cases and services to achieve the key customer business outcomes.
Create Customer Success plans that drive overall adoption and value realization.
Act as an escalation point to work with the cross functional colleagues to resolve issues quickly so as not to distract from strategic conversations with the customer.
Drive participation in Executive round tables, peer reviews, advocacy programs and other Genesys events.
Establish a regular cadence of Executive Business Reviews to track value realization and progress towards their stated business objectives.
Prepare and deliver account reviews to define and align account renewal and growth strategies.
Work in a cross functional account team to align on account strategy and operations:
Jointly with the Account Executive to manage the customer and identify cross‑sell/up‑sell opportunities and drive incremental bookings.
Solution Consulting to define personalized adoption and expansion of new capabilities.
Professional Services to leverage their suite of services to drive adoption and value realization pre and post go live.
Tech…