Customer Success Director - Global Accounts (Italy)

About the Role

As a Customer Success Director, you will be the customer's advocate and champion throughout their journey with Genesys. This involves recommending, orchestrating, and ensuring the adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes. You will work closely with cross-functional teams to ensure excellence in customer onboarding, retention, growth, and advocacy.

The role is part of a global team and will involve collaboration with various functions within Genesys, including sales, marketing, and product development. You will be expected to share best practices with the global customer success community and develop strong relationships with cross-functional colleagues.

What You Will Do

• Build effective relationships with C-Level executives to understand customers' business pain points and goals.
• Prescribe relevant products and services that will solve the pain points and drive value for the customer.
• Bring deep vertical knowledge and recommendations on the adoption of use cases and services to achieve key customer business outcomes.
• Create Customer Success plans that drive overall adoption and value realization.
• Act as an escalation point to work with cross-functional colleagues to resolve issues quickly.
• Drive participation in Executive round tables, peer reviews, advocacy programs, and other Genesys events.
• Establish a regular cadence of Executive Business Reviews to track value realization and progress towards stated business objectives.
• Prepare and deliver account reviews to define and align account renewal and growth strategies.
• Work in a cross-functional account team to align on account strategy and operations.
• Collaborate with the Account Executive to manage the customer and identify cross-sell/up-sell opportunities.
• Work with Solution Consulting to define personalized adoption and expansion of new capabilities.
• Leverage Professional Services to drive adoption and value realization pre and post go-live.
• Collaborate with the Technical Account Manager to jointly realize technical and business outcomes.

What We Are Looking For

• Proven experience in a customer success or account management role, preferably in a technology or software company.
• Strong understanding of customer experience and the ability to develop strategies that drive customer loyalty and growth.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with C-Level executives.
• Strong analytical and problem-solving skills, with the ability to analyze customer data and develop insights that drive business outcomes.
• Experience with Salesforce and Excel, with the ability to leverage these tools to drive customer success.
• Strong business acumen, with a deep understanding of business operations and the ability to develop strategies that drive revenue growth.
• Experience working in a global environment, with the ability to collaborate with cross-functional teams across different regions.
• Strong leadership skills, with the ability to coach and mentor other Customer Success managers.

Nice to Have

• Experience working with AI-powered customer experience platforms.
• Knowledge of customer experience metrics and the ability to develop strategies that drive customer satisfaction and loyalty.
• Experience working in a remote or distributed team environment.
• Fluency in multiple languages, with the ability to communicate effectively with customers in different regions.
• Certification in customer success or a related field, such as CSMP or CSM.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a global team and collaborate with cross-functional colleagues.
• Professional development and growth opportunities, with the ability to develop new skills and take on new challenges.
• Flexible working arrangements, with the ability to work remotely or from one of our global offices.
• Access to the latest technology and tools, including Salesforce and other customer success platforms.
• Recognition and rewards for outstanding performance, including bonuses and stock options.
• Comprehensive health and wellness program, including medical, dental, and vision coverage.
• Generous PTO and holiday policy, with the ability to take time off to recharge and relax.

• Develop a strong understanding of customer experience and the ability to develop strategies that drive customer loyalty and growth.
• Leverage tools like Salesforce to drive customer success and develop insights that drive business outcomes.
• Build a strong network of relationships with C-Level executives and other key stakeholders.
• Stay up-to-date with the latest trends and developments in customer success and customer experience.
• Develop a strong understanding of business operations and the ability to develop strategies that drive revenue growth.
• Be prepared to discuss your strategic approach to building lifelong customer relationships and how you can contribute to Genesys' mission.
• Highlight your experience working with cross-functional teams and your ability to collaborate with colleagues across different regions.
• Emphasize your strong analytical and problem-solving skills, with the ability to analyze customer data and develop insights that drive business outcomes.