Senior Customer Success Manager

Genesys; São Paulo; Presencial; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading technology company is seeking a Customer Success Manager in São Paulo. The successful candidate will act as the customer's advocate, managing their journey and maximizing outcomes through effective relationship building and consultative strategies. With a strong background in technology, the ideal candidate will have a Bachelor's degree and 10+ years of relevant experience. This role involves collaboration with various teams to ensure customer satisfaction and success, so excellent interpersonal skills are a must. Travel availability is also needed.

Serviços

Great benefits

Independence to make an impact

Qualificações

• 10+ years of experience in a technology-related position.
• Familiarity with CX industry and technology is essential.
• Strong ability to manage multiple actions across an assigned customer base.
• Travel availability is required.

Responsabilidades

• Act as the customer's advocate throughout their journey.
• Manage a portfolio of customers and serve as their primary business contact.
• Collaborate with various functions to ensure a seamless customer journey.
• Drive continuous improvement of customer advocacy measures.

Conhecimentos

Relationship building

Customer engagement

Consultative approach to customer interactions

Leadership

Interpersonal skills

Presentation skills

Formação académica

Bachelor’s Degree in a technology or business-related field

Ferramentas

Salesforce

Gainsight

Microsoft PowerPoint

Microsoft Excel

Microsoft Word

Descrição da oferta de emprego

Locations

• Sao Paulo (Flexible)
• Full time
• Posted Today

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, 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.

Genesys CSM Purpose

Being the voice of the customer so that they achieve their business objectives through the delivery of empathy in each interaction.

Key Responsibilities

• The customer’s advocate and champion throughout their journey with Genesys.
• Recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes.
• Work closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.
• Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey.
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans.
• Link and prescribe the adoption and use of product features and services to the achievement of key customer business outcomes.
• Establish a regular cadence of Executive Business Reviews with the customer to track progress toward 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 resources.
• Collaborate with onboarding specialists, professional services, renewal managers, and sales to ensure a seamless customer journey.

Required Qualifications

• 10+ years of experience in a technology-related.
• Genesys experience is a plus.
• COPC certification is a plus.
• Bachelor’s Degree in a technology or business-related field.
• Familiarity with CX (industry and technology) to drive a consultative approach to customer interactions.
• Strong ability to build relationships and proactively engage using digital touchpoints.
• Ability to manage multiple actions across an assigned customer base.
• Ability to thrive in a dynamic environment.
• Excellent interpersonal and presentation skills — both written and verbal.
• Positive attitude and high willingness to learn.
• Leadership profile that unifies, influences, and inspires cross‑functional teams to meet changing customer needs.
• Experience with productivity tools (PowerPoint, Excel, Word), CRM tools (Salesforce, Gainsight), and online communities/social media platforms.
• Travel availability.