Sr Customer Success Manager
- Quebec City, QC
- Permanent
- Full-time
Activities include:
- Identifying and supporting client satisfaction and retention activities, as well as opportunities for additional revenue through upselling and cross-selling;
- Handling escalations and coordinating across other functional areas to ensure customer needs are met;
- Building post-sales relationships with customers to drive and increase adoption and utilization of products and services;
- Supporting customers to define product / services KPIs expected of customer team;
- Monitoring customer success in using Genesys's products / services; Providing access to technical leadership for client escalations.
Expectations for this job profile are typically as follows:- Exhibit a wide range of professional knowledge and experience, used to achieve operational targets within their specific function.- Determine methods and procedures to solve complex problems, drawing from prior experience.- Influence colleagues within and outside their business function regarding policies and practices of the larger organization.- Provide guidance to junior colleagues and manages major and complex projects, delegating work to ensure goals are met.Job DescriptionJob DescriptionCustomer Success ManagerAbout GenesysGenesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement.Position PurposeWe are seeking a collaborative Customer Success Manager to drive customer value realization and foster strong partnerships across our organization. The ideal candidate will understand customer experience (CX) fundamentals while expertly orchestrating internal resources to ensure customer success.Key Responsibilities
- Lead a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor.
- Orchestrate seamless collaboration between Professional Services, Support, Product, and Sales teams.
- Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities.
- Develop and execute customer success plans aligned with clients' business objectives.
- Proactively identify and coordinate resolution of customer needs through cross-functional partnerships
- Monitor customer health metrics and drive adoption of solutions Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey.
- Multi-lingual (English & French at minimum)
- 4+ years of Customer Success Management experience.
- Bachelor’s degree in business management or related field required.
- Proven track record of managing enterprise customer relationships.
- Strong business acumen with demonstrated ability to understand customer objectives.
- Excellence in cross-functional collaboration and stakeholder management.
- Experience preparing and delivering executive-level presentations.
- Proficiency with CRM systems and customer success platforms.
- Collaborative Leadership: Excellence in unifying diverse teams to achieve customer outcomes.
- Strategic Thinking: Ability to understand business challenges and coordinate appropriate solutions.
- Relationship Building: Skill in developing strong partnerships with customers and internal teams.
- Business Acumen: Understanding of business metrics and value drivers.
- Project Management: Capability to manage multiple concurrent initiatives.
- Communication: Outstanding written and verbal skills with ability to present to senior stakeholders.
- Stakeholder Management: Experience in aligning multiple parties toward common goals.
- Customer satisfaction and retention rates
- Quality of cross-functional collaboration
- Effectiveness of Quarterly Business Reviews
- Product adoption and feature utilization
- Customer advocacy and reference ability
- Extremely strong customer-facing skills
- Proactive mindset with strong follow-through
- Ability to translate complex technical concepts into business value.
- Experience driving customer advocacy and satisfaction.
- Travel: Less than 30%