Associate Project Officer Education 22335

Genesys Cloud Services France; Paris; Sur place; EUR 70 000 - 110 000; Plein temps

Résumé du poste

Une entreprise innovante recherche un Directeur de la Réussite Client passionné par l'amélioration de l'expérience client. Dans ce rôle stratégique, vous serez responsable de construire des relations solides avec des dirigeants de haut niveau, en les guidant pour atteindre leurs objectifs commerciaux. Vous aurez l'opportunité de travailler avec des équipes interfonctionnelles pour assurer une adoption réussie des solutions et maximiser la valeur pour les clients. Si vous êtes un leader inspirant avec une forte capacité à influencer et à coacher, cette position est faite pour vous. Rejoignez une équipe dynamique et contribuez à façonner l'avenir de l'expérience client.

Qualifications

• 10 ans d'expérience dans un rôle orienté client dans un centre de contact.
• Capacité à gérer plusieurs clients mondiaux complexes.

Responsabilités

• Établir des relations avec des dirigeants clients pour comprendre leurs besoins.
• Recommander des produits et services pour résoudre les problèmes des clients.

Connaissances

Gestion de la relation client

Compétences en leadership

Compétences en négociation

Compétences en présentation

Compétences analytiques

Planification stratégique

Coaching

Gestion d'équipe

Formation

Baccalauréat en technologie ou domaine lié aux affaires

Outils

Salesforce

Gainsight

PowerPoint

Excel

Word

Description du poste

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 6000 people across the globe who embrace empathy and cultivate collaboration to succeed. 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.

Position Purpose

The goal of this Customer Success Director is to establish a lifelong relationship between Genesys and Genesys global customers by advising and equipping them to achieve their customer experience (CX) vision.

You will need to accomplish this by taking a highly strategic and proactive approach to building lifetime senior level customer relationships. You need to have a deep understanding of the customers' business goals and pain points in order to make recommendations on how our products and services will help the customer adopt, realize value, and accomplish their overall business goals.

Customer Success Directors are the customers' advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure the 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, adoption, retention, and revenue growth.

Key Responsibilities

To be a strategic advocate and champion throughout the customers' journey with Genesys. Recommend, orchestrate, and ensure adoption of the right strategies, products, and services to help customers rapidly solve their problems and realize their business outcomes.

1. Build relationships with senior customer executives and orchestrate account strategy through cross-functional team alignment to ensure excellence in customer onboarding, retention, growth, and advocacy.
2. Coach and mentor other Customer Success managers. Share best practices with the global customer success community. Develop strong relationships with cross-functional colleagues.

In this role, the primary responsibilities will include:

1. Build effective relationships with C-Level executives in order to understand customers' business pain points.
2. Be able to prescribe the relevant products and services that will solve the pain points and move the needle on their value drivers and KPIs.
3. Bring deep vertical knowledge and recommendations on the adoption of use cases and services to achieve the key customer business outcomes.
4. Create Customer Success plans that drive overall adoption and value realization.
5. Act as an escalation point to work with cross-functional colleagues to resolve issues quickly so as not to distract from strategic conversations with the customer.
6. Drive participation in Executive round tables, peer reviews, advocacy programs, and other initiatives.
7. Establish a regular cadence of Executive Business Reviews to track value realization and progress towards their stated business objectives.
8. Prepare and deliver account reviews to define and align account renewal and growth strategies.
9. Work in a cross-functional account team to align on account strategy and operations:
10. Jointly with the Account Executive to manage the customer and identify cross-sell/upsell opportunities and drive incremental bookings.
11. Solution Consulting to define personalized adoption and expansion of new capabilities.
12. Professional Services to leverage their suite of services to drive adoption and value realization pre and post go live.
13. Technical Account Manager to jointly realize the technical and business success of the customers.
14. Renewal leaders to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue.
15. Product Management to address product gaps and capture ideas.
16. Business Consulting to identify the value realization strategy.

Required Qualifications

1. 10 years experience in a customer-facing role in a contact center or related industry.
2. Bachelor's Degree in a technology or business-related field.
3. Strong ability to build relationships and proactive engagement using digital touch capabilities.
4. Ability to manage multiple large complex global customers and experience with managing several millions in revenue.
5. Ability to thrive in a dynamic environment.
6. Excellent interpersonal and presentation skills both written and verbal.
7. Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers.
8. Experience with productivity tools including PowerPoint, Excel, Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time while driving stronger workforce engagement, efficiency, and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to us. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or titles of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues such as following up on an application or submitting a resume may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Required Experience:

Director

Key Skills:

Fundraising, Management Experience, Coaching, Analysis Skills, Strategic Planning, Team Management, Budgeting, Leadership Experience, Mentoring, Public Speaking, Negotiation, Supervising Experience.