locationsBogota (Flexible)time typeFull timeposted onPosted 3 Days Agojob requisition idJR 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.Job Description: Sr. Customer Success Manager (CSM)Location: ColombiaDepartment: Customer SuccessReports to: Senior Manager, Customer SuccessPosition Overview:The Sr. Customer Success Manager (CSM) is a strategic partner for Genesys’ strategic and Mid-Market customers, specializing in banking, Telcos and different vertical accounts. The role focuses on building long-term relationships, driving product adoption and utilization, ensuring customers achieve their CX vision. The CSM will leverage deep industry knowledge to deliver value and outcomes while managing customer success across the customer lifecycle.Key Responsibilities:They are the customer’s advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure 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, retention, and revenue growth.In this role, the primary responsibilities will include (but are not limited to):Manage a portfolio of customers serving as their primary business point of contact throughout their CX journeyUnderstand 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 outcomesHandling escalations and coordinating across other functional areas to ensure customer needs are met;Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives.Drive customer reference-ability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score)Prepare and deliver territory plans to define account strategies and align resourcesTeam and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possibleProfessional Services to ensure that implementations progress smoothly to go-liveRenewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenueSales to identify cross-sell/up-sell opportunities and drive incremental bookingsRequired Qualifications:10+ years in technology-related role, with a strong background in banking, Telcos and different vertical accountsDeep understanding of customer experience (CX) in banking environments.Familiarity with Genesys and call center solutions is a plus.Familiarity with CX (industry and technology) to drive consultative approach to customer interactions.Travel