Principal Customer Success Manager
4 weeks ago
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.
Build something new with a world-class team.
At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?
Principal Customer Success Manager
The goal of this Customer Success Manager (CSM) role is to establish a lifelong relationship between Genesys and Genesys’ customers by advising and equipping them to achieve their customer experience (CX) vision.
As the CSM you are the customer’s advocate and champion throughout their journey with Genesys.
You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realise their business outcomes. Working closely with related business functions in Genesys to ensure customer onboarding, adoption, retention, and revenue growth.
What You’ll Do: The primary responsibilities for this role include (but are not limited to).
- Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey
- Identify and support client satisfaction and retention activities, as well as opportunities for additional revenue through upselling and cross-selling;
- Work with their assigned accounts to ensure adoption is maximized, and that customers are using their investment in Genesys to the fullest potential.
- Ensure escalations are coordinated by the Product Support Escalation Managers, and across other functional areas to ensure customer needs are met;
- Ensure that feedback is provided for any gaps in the Product Support Experience to ensure these are fed into a continuous cycle of evolution and improvement.
- Build post-sales relationships with customers to drive and increase adoption and utilization of products and services
- Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Customer Success Manager and customers can achieve mutual success)
- Monitor customer success in using Genesys's products / services
- Provide access to technical leadership for better understanding of Genesys.
- Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
- Promoting continuous growth through the relevant innovation path
- Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives
- Drive continuous improvement of customer advocacy measures
- Prepare and deliver territory plans to define account strategies and align resources
- 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 possible
- Professional Services to ensure that implementations progress smoothly to go-live
- Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue
- Sales to identify cross-sell/up-sell opportunities and drive incremental bookings
- Ad-hoc duties as directed by Management
- Take on and assist in driving internal strategic initiatives and continuous improvement programs.
You’ve been there and done this
- 12+ years experience in a technology-related field
- Bachelor’s Degree in a technology
- or business-related field
- Familiarity with CX (industry and technology) to drive consultative approach to customer interactions
- Strong ability to build relationships and proactive engagement using digital touch capabilities
- Ability to implement strategic goals established by functional leadership, and experience on creating operational plans to achieve these goals, the positive span of influence should be beyond their own local organizational team.
- Experience on working on significant issues that require conceptual thinking and understanding to solve.
- Ability to create networks with both senior leaders and junior individual contributors, providing thought leadership for the organization in their specific area.
- M
-
Customer Success Manager
4 weeks ago
Johannesburg, South Africa SurTech Full time**Diligent Boards - Customer Success Manager** **Job Title and Overview** The Customer Success Manager manages a portfolio of accounts and guarantees an exceptional customer experience, revenue retention and referrals across Africa. Being the primary liaison for customer relationships for the Diligent Boards product, the CSM will engage in proactive...
-
Dealer Principal
4 weeks ago
Johannesburg, South Africa First Degree Recruitment Full time**Dealer Principal** We have a fantastic opportunity for a Dealer Principal who is looking for a new challenge in Johannesburg. **_ Duties and responsibilities_**: Manage all aspects of the dealership including staff; Monitor the sales, parts and workshop of the dealership and ensure profitability of all departments; Maintain and increase market...
-
Customer Success Manager
4 weeks ago
Johannesburg, South Africa Seequent Full time**About Us** At Seequent, we help organisations to understand the underground, giving the confidence to make better decisions faster. We build world-leading technology that is at the forefront of Earth sciences, transforming the way our customers work. Every day we help them develop critical mineral resources more sustainably, design and build better...
-
Customer Success Manager
4 weeks ago
Johannesburg, South Africa Temenos Full time**ABOUT TEMENOS** Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together. We serve over 3000 banks from the largest to challengers and community banks in 150+ countries. We collaborate...
-
Customer Success Manager
3 weeks ago
Johannesburg, South Africa Darktrace Full timeFounded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 8,400 customers from the world's most complex threats, including ransomware, cloud, and SaaS attacks. Headquartered in Cambridge,...
-
Dealer Principal
4 weeks ago
Johannesburg, South Africa First Degree Recruitment Full timeWe have a fantastic opportunity for a Dealer Principal who is looking for a new challenge Duties and responsibilities: Manage all aspects of the dealership including staff; Monitor the sales, parts and workshop of the dealership and ensure profitability of all departments; Maintain and increase market penetration; Improve stock turnover, increase sales,...
-
Customer Success Manager
4 weeks ago
Johannesburg, South Africa She Recruits Full time**Skills and experience required**: - Experience in a retail brand would be advantageous - An active lifestyle is a huge advantage as this is an active-wear apparel company - Minimum of 3 years experience in a similar role is required - Excellent ability to solve problems and ensure client is happy with the end result - Excellent time management and...
-
Customer Success Manager
4 weeks ago
Johannesburg, South Africa Prime Reason Full time**The Role** Essential functions**: - Collaborate with Sales to align on outcomes customers expect from their subscription purchase. - Develop a digital journey to drive outcomes. - Develop a success plan that includes critical action to ensure expected outcomes. - Provide an effective onboarding and ongoing service checks and take appropriate actions -...
-
Dealer Principal
4 weeks ago
Johannesburg, South Africa Bonafide Human Capital (Pty) Ltd Full timeOur well known commercial vehicle dealer client based in Gauteng currently holds a vacancy for an experienced Dealer Principal. **Job Description**: The position requires a highly experienced, passionate person who enjoys autonomy and is confident in achieving business growth. The focus of this role on leading people, achieving results and driving business...
-
Manager, Customer Success
3 weeks ago
Johannesburg, South Africa Mimecast Full timeManager, Customer Success We're your dream Customer Success Team! Customer Excellence is looking for a highly driven and motivated Manager, Customer Success who is passionate about providing a best-in-class customer experience. You will be a coach and mentor to your team, as well as a trusted advisor for your team’s customer base, assisting with Mimecast...
-
Customer Success Account Manager
3 days ago
Johannesburg, South Africa Microsoft Full timeWith over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...
-
Sr. Customer Success Manager
3 weeks ago
Johannesburg, South Africa SAS Full time: **Nice to meet you!** We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with...
-
Customer Success Specialist
3 weeks ago
Johannesburg, South Africa wePlace Full timeTitle: Customer Success SpecialistRole Context: The Customer Success Specialist role demands responsibility for building and maintaining existing client relationships and ensuring customer success and excellent service delivery within the existing customer base. You will be a key contributor towards customer retention and growth and as a result will work...
-
Customer Success Specialist
5 days ago
Johannesburg, South Africa wePlace Full timeTitle: Customer Success SpecialistRole Context: The Customer Success Specialist role demands responsibility for building and maintaining existing client relationships and ensuring customer success and excellent service delivery within the existing customer base. You will be a key contributor towards customer retention and growth and as a result will work...
-
Customer Success Specialist
2 weeks ago
Johannesburg, South Africa wePlace Full timeTitle: Customer Success Specialist Role Context: The Customer Success Specialist role demands responsibility for building and maintaining existing client relationships and ensuring customer success and excellent service delivery within the existing customer base. You will be a key contributor towards customer retention and growth and as a result will...
-
Customer Success Specialist
2 weeks ago
Johannesburg, South Africa wePlace Full timeTitle: Customer Success Specialist Role Context: The Customer Success Specialist role demands responsibility for building and maintaining existing client relationships and ensuring customer success and excellent service delivery within the existing customer base. You will be a key contributor towards customer retention and growth and as a result will...
-
Customer Success Executive
4 weeks ago
Johannesburg, South Africa Cisco Systems Full timeThe Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s Customer Experience (CX) organization. We build deep relationships with customer senior leadership, partners, and the extended Cisco account team to aid the customers in achieving their goals. With Cisco’s transformation to software subscription,...
-
Senior Customer Success Manager
3 weeks ago
Johannesburg, South Africa NICE Systems Full timeAt NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. At NICE, we don’t limit our challenges. We challenge our...
-
Customer Success Consultant
3 weeks ago
Johannesburg, South Africa TransUnion Full timeTransUnion's Job Applicant Privacy Notice **What We'll Bring**: About TransUnion: TransUnion is a global information and insights company which provides solutions that help create economic opportunity, great experiences and personal empowerment for hundreds of millions of people in more than 30 countries. We call this Information for Good®. TransUnion is...
-
Dealer Principal
4 weeks ago
Johannesburg, South Africa First Degree Recruitment Full timeWe have a vacancy for a Dealer Principal for a vehicle dealership Duties: Manage and oversee the entire dealership and all departments, including sales, parts, and service. Giving direction to all staff, Manage all aspects of the business by ensuring that targets are met, Bringing the dealership to profit by cutting expenses and increasing profits by...
