Customer Success Manager - Japan

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

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.

The goal of this Customer Success Manager role is to establish a life-long relationship between Genesys and Genesys’ Partners and their end-customers in the mid-market and SMB segments to improve product adoption, embracing value realization initiatives and eventually managing the revenue retention through timely renewals, thereby charting a journey to achieve their CX goals and vision. Genesys in Japan is a mostly Partner-driven market for Genesys Cloud CX solution, and this role’s objective is to work with the end-customers of the Partner, through our Partners.

About This Role

As CSM, you will be the Partners’ end-customer’s advocate and champion throughout their journey with Genesys. You will recommend, orchestrate, and ensure adoption of the right strategies, products, and services using automation and technology to help customers rapidly realize their business outcomes.

You will orchestrate the customer journey using pre-defined methodologies, self-service, and blending automation and personal touch to deliver customer success to a large number of customers.

You will also work closely with related functions in Genesys and the Partner ecosystem to ensure customer onboarding, retention, and product adoption. Similar to the CSMs from the Enterprise teams, you will drive the Customer Success objectives through Partner engagements as the CSM is expected to handle customers at scale, which means they will have a large portfolio of Indirect end-customers to manage. The CSM will drive these Partner driven engagements through a thorough data driven approach, the insights which are mainly derived from end-customer’s usage data of our winning CX product.

What You’ll Be Doing:

In this role, the primary responsibilities will include (but are not limited to):

• Work with a pod of other CSMs to ensure the success of a large portfolio of customers; Primarily build an engagement model with the Partner ecosystem to drive accurate renewals, detect risks proactively and identify growth opportunities with the end-customers (Direct or Indirect)
• Proactively monitor the overall health of the portfolio as it relates to customer engagement and customer success
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the CSM and customers can achieve mutual success)
• Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
• Communicate effectively with customers using digital channels: chat, SMS, email, community, and social media
• Drive customer referenceability and continuous improvement of customer advocacy measures (e.g., GCAP program)
• Support the Onboarding Specialist function to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible

We’d Love to Hear from You!

• 5+ years’ relevant experience in technology/IT industry
• Bachelor’s Degree in a technology or business-related field
• Experience in working with a team to identify process failures and improvements, and continuously improve business processes
• Strong ability to build relationships and proactive engagement using digital touch capabilities with Direct customers and with Partners (for Indirect customers)
• Ability to manage/multi-task multiple actions across assigned customer base
• Ability to thrive in a dynamic environment
• Excellent interpersonal, presentation skills – both written and verbal
• Positive attitude and high willingness to learn
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools including Salesforce and Gainsight, and on-line communities and social media platforms
• Languages: Native/Fluent Japanese and Business level or higher English language proficiency (written and speaking)
• Travel <10%
• It would be an advantage if you have an understanding of cloud SaaS products, business and deployment models. Additionally, it would be beneficial if you have an understanding of partner-led customer management scenarios

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in Japan.

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About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

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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.