Customer Success Director – Global Accounts

Role Overview

The Customer Success Director will establish a lifelong relationship between Genesys and global customers by advising and equipping them to achieve their customer experience (CX) vision. This involves taking a strategic and proactive approach to building senior-level customer relationships, understanding customer business goals and pain points, and recommending Genesys products and services to help customers realize their business outcomes.

What You Will Do

Key responsibilities include building relationships with senior customer executives, orchestrating account strategy, coaching and mentoring other Customer Success managers, and developing a strong relationship with cross-functional colleagues. The primary responsibilities will include building effective relationships with C-Level executives, prescribing relevant products and services, creating Customer Success plans, and driving participation in Executive round tables and advocacy programs.

Why It Might Be a Fit

The ideal candidate will have 10+ years of experience in a customer-facing role, a bachelor’s degree in a technology- or business-related field, fluency in Italian and English, and strong relationship-building skills. The candidate should be able to manage multiple large, complex global customers, thrive in a dynamic environment, and have excellent interpersonal and presentation skills.

Requirements

• 10+ years’ experience in a customer-facing role in a contact center or related industry
• Bachelor’s Degree in a technology- or business-related field
• Fluent in Italian and English language skills
• Strong ability to build relationships and proactive engagement using digital touch capabilities
• Ability to manage multiple large, complex global customers and experience with managing several millions in revenue
• Ability to thrive in a dynamic environment
• Excellent interpersonal, and presentation skills – both written and verbal
• Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms

Benefits

• Reasonable accommodations for job seekers requesting accommodations
• Equal opportunity employer committed to fairness in the workplace