Customer Success Director - Global Accounts (Italy)

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<p style="text-align:left">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.</p><p style="text-align:inherit"></p><p style="text-align:left">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.</p><p style="text-align:inherit"></p><p><b><u>Position Purpose</u></b></p><p></p><p><span>The goal of this Customer Success Director is to establish a life-long relationship between Genesys and Genesys’ global customers by advising and equipping them to achieve their customer experience (CX) vision.</span></p><p>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 the customer’s 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.</p><p><span>Global CSM are the customer’s 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.</span></p><p></p><p><b><u>Key Responsibilities</u></b></p><p></p><p>To be a strategic advocate and champion throughout the customer’s 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.</p><p>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. Coach and mentor other Customer Success managers. Share best practices with the global customer success community. Develop a strong relationship with cross functional colleagues.</p><p></p><p><b><u>Responsibilities / Job Duties</u></b></p><p></p><p>In this role, the primary responsibilities will include:</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Build effective relationships with C-Level executives in order to understand customers’ business pain points.</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> 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</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Bring deep vertical knowledge and recommendations on the adoption of use cases and services to achieve the key customer business outcomes</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Create Customer Success plans that drive overall adoption and value realization</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Act as an escalation point to work with the cross functional colleagues to resolve issues quickly so as not to distract from strategic conversations with the customer</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Drive participation in Executive round tables, peer reviews, advocacy programs and other Genesys events</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Establish a regular cadence of Executive Business Reviews to track value realization and progress towards their stated business objectives</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Prepare and deliver account reviews to define and align account renewal and growth strategies</p><p>Work in a cross functional account team to align on account strategy and operations:</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Jointly with the Account Executive to manage the customer and identify cross-sell/up-sell opportunities and drive incremental bookings</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Solution Consulting to define personalized adoption and expansion of new capabilities</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Professional Services to leverage their suite of services to drive adoption and value realization pre and post go live</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Technical Account Manager to jointly realize the technical and business success of the customers</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Renewal leaders to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Product Management to address product gaps and capture ideas</p><p><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">·      </span> Business Consulting to identify the value realization strategy</p><p></p><p><b><u>Required Qualifications</u></b></p><p></p><ul><li>10+ years’ experience in a customer-facing role in a contact center or related industry</li><li>Bachelor’s Degree in a technology- or business-related field</li><li>Fluent in Italian and English language skills</li><li>Strong ability to build relationships and proactive engagement using digital touch capabilities.</li><li>Ability to manage multiple large, complex global customers and experience with managing several millions in revenue.</li><li>Ability to thrive in a dynamic environment</li><li>Excellent interpersonal, and presentation skills – both written and verbal</li><li>Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers</li><li>Experience with productivity tools including <span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">PowerPoint/Excel/Word,</span> CRM tools such as Salesforce and Gainsight, and online communities and social media platforms</li></ul><p></p><p style="text-align:inherit"></p><p style="text-align:left">If a Genesys employee referred you, please use the link they sent you to apply.</p><p></p><p><b>About Genesys:</b></p><p><span>Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit <a href="http://www.genesys.com/" target="_blank" rel="noopener noreferrer"><span>www.genesys.com</span></a>.</span></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Reasonable Accommodations:</b></p><p style="text-align:left">If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at <a href="mailto:reasonable.accommodations@genesys.com?subject=Request%20for%20Reasonable%20Accommodation&body=Hello%2C%20%0A%0AI%20would%20like%20to%20request%20a%20reasonable%20accommodation.%20Please%20see%20the%20information%20below%3A%20%0A%20%0AFirst%20Name%20%28Required%29%3A%0A%20%0ALast%20Name%20%28Required%29%3A%0A%20%0AEmail%20Address%20%28Required%29%3A%0A%20%0APhone%2FTTY%20Number%3A%0A%20%0APreferred%20Method%20of%20Contact%3A%20%28Required%29%3A%0A%20%0ACountry%20of%20Residence%3A%20%28Required%29%3A%0A%20%0AIs%20the%20request%20related%20to%20COVID-19%3F%20%28Required%29%3A%0A%20%0AIs%20the%20request%20related%20to%20a%20firmly%20held%20religious%20belief%3F%20%28Required%29%3A%0A%20%0AIs%20your%20reasonable%20accommodation%20request%20time%20sensitive%3F%20%28Required%29%3A%0A%20%0AWhat%20specific%20reasonable%20accommodation%28s%29%20or%20modification%28s%29%20are%20you%20requesting%3F%20%28Required%29%3A%20%20%0A%0AWhat%2C%20if%20any%2C%20job%20functions%20are%20you%20having%20difficulty%20performing%3F%20%E2%80%8B%20%28Required%29%3A%0A%20%0AIf%20you%20are%20requesting%20a%20specific%20reasonable%20accommodation%2C%20how%20will%20that%20accommodation%20assist%20you%3F%20%28Required%29%3A" target="_blank" rel="noopener noreferrer"><span class="WLM0"><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">reasonable.accommodations@genesys.com</span></span></a>.</p><p style="text-align:inherit"></p><p style="text-align:left">You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.</p><p style="text-align:inherit"></p><p style="text-align:left">This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.</p><p style="text-align:inherit"></p><p style="text-align:left"><b>Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or <span><span><span><span><span><span><span><span><span><span><span><span class="WLM0"><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">expression, marital</span></span></span></span></span></span></span></span></span></span></span></span></span> status, domestic partner <span><span><span><span><span><span><span><span><span><span><span><span class="WLM0"><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">status, national</span></span></span></span></span></span></span></span></span></span></span></span></span> origin, genetics, <span><span><span><span><span><span><span><span><span><span><span><span class="WLM0"><span style="overflow-wrap: break-word; display: inline; text-decoration: inherit; hyphens: auto;">disability, military</span></span></span></span></span></span></span></span></span></span></span></span></span> and veteran status, and other protected characteristics.</b></p><p style="text-align:inherit"></p><p style="text-align:left"><i>Please note that recruiters will never ask for sensitive personal or financial information during the application phase.</i></p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

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Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...