Expert Customer Success Manager

Role Overview

The Expert Customer Success Manager is a strategic partner for Genesys’ Strategic and Mid-Market customers, supporting organizations across Banking, Telecommunications, and other key industry verticals. The role focuses on building long-term customer relationships, driving product adoption and utilization, and helping customers achieve their Customer Experience (CX) vision and desired business outcomes.

What You Will Do

The Expert Customer Success Manager acts as the customer’s advocate and champion throughout their journey with Genesys, recommending, orchestrating, and supporting the adoption of the right strategies, products, and services to help customers rapidly realize their desired business outcomes.

Why It Might Be a Fit

The ideal candidate will have 12+ years of experience in technology-related, Customer Success, consulting, account management, CX, or related roles, with a strong understanding of Customer Experience (CX) within banking or financial services environments.

Requirements

• 12+ years of experience in technology-related, Customer Success, consulting, account management, CX, or related roles
• Strong experience working with customers in Banking, Telecommunications, and/or other complex industry verticals
• Deep understanding of Customer Experience (CX) within banking or financial services environments
• Experience with contact center or CCaaS solutions; familiarity with Genesys solutions is a plus
• Experience managing strategic customer relationships and engaging with senior and executive stakeholders
• Experience with CRM and Customer Success platforms such as Salesforce and Gainsight
• Excellent communication, relationship-building, stakeholder management, and presentation skills
• Proven ability to manage multiple priorities in a fast-paced and dynamic environment
• Bachelor’s degree in a technology-, business-, or related field
• Ability to travel up to 30%
• COPC certification is a plus

Benefits

• Paid volunteer time
• August Free Fridays
• Well-being resources
• Regionally tailored programs for employees and their families

Tagged as: Gainsight, Salesforce