Senior Customer Success Manager

Senior Customer Success Manager page is loaded## Senior Customer Success Manager locations:
Tokyo (Flexible) time type:
Full time posted on:
Posted 6 Days Agojob requisition :
JR108993

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
** Senior Customer Success Manager - Tokyo
** As a Senior Customer Success Manager, you will play a key role in enabling enterprise customers to transform their customer experience (CX) through AI-powered Experience  this strategic and consultative role, you will partner with customers to define and execute their CX transformation journey—leveraging the power of Genesys Cloud CX, AI, and digital innovation to deliver measurable business outcomes. Acting as a trusted advisor, you will guide customers from onboarding to continuous value realization, ensuring they maximize their investment and achieve long-term success with Genesys.

You will collaborate cross-functionally within Genesys to orchestrate the right expertise and resources at every stage of the customer lifecycle—driving adoption, retention, and expansion. By aligning technology capabilities with business objectives, you will help customers deliver experiences that are predictive, personalized, and proactive, redefining what’s possible for customer engagement in the AI era.
** What this role is:
**** In this role, the primary responsibilities will include (but are not limited to):
*** Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journey
* Identify and develop upsell/cross sell opportunities for the Genesys solution portfolio across the allocated customer and Partner base
* Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Genesys Advisor and customers can achieve mutual success)
* Link and 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 customer reference ability and continuously improve customer advocacy    measures (e.g., promoting community sites, planning and managing events for existing customers).
* Prepare and deliver account plans to define account strategies and align resources
* Team with Technical Account Manager to ensure that technical support for customer utilization after implementation is provided smoothly.
* Collaborate with Professional Services to ensure that implementations progress smoothly to go-live
* Work closely with Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue
* Together with Sales to identify cross-sell/up-sell opportunities and drive incremental bookings
** What you’ll need to excel in this role:
*** 8+ years’ experience in a technology-related field, including consulting and enterprise account management
* Bachelor’s Degree in a tech or business-related field
* Familiarity with CX (industry and technology) to drive consultative approach to customer interactions a plus
* Experience in a call center, BPO, or service provider environment, or direct experience interacting with such organizations as a customer.
* A proactive mindset with the ability to take initiative rather than waiting to react to…