08 oct
Genesys
Bogotá
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 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.
Job Description: Senior Customer Success Manager (CSM)
Location: Colombia
Department: Customer Success
Reports to: Senior Manager, Customer Success
Position Overview:
Sr. Customer Success Manager (CSM) is a strategic partner for Genesys’ strategic and Mid-Market customers. The role focuses on building long-term relationships, driving product adoption and utilization, ensuring customers achieve their CX vision. The CSM will leverage deep industry knowledge to deliver value and outcomes while managing customer success across the customer lifecycle.
Key Responsibilities:
They are the customer’s advocate and champion throughout their journey with Genesys. They recommend, orchestrate, and ensure 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, retention, and revenue growth.
In this role, the primary responsibilities will include (but are not limited to):
- 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 (actionable blueprints by which the Genesys Advisor 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
- Handling escalations and coordinating across other functional areas to ensure customer needs are met;
- Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their 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
- Team and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:
- Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible
- Professional Services to ensure that implementations progress smoothly to go-live
- Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue
- Sales to identify cross-sell/up-sell opportunities and drive incremental bookings
Required Qualifications:
- 10+ years in technology-related role.
- Deep understanding of customer experience (CX) in banking environments.
- Familiarity with Genesys and call center solutions is a plus.
Familiarity with CX (industry and technology) to drive consultative approach to customer interactions. * Travel
30%. * COPC certification is a plus.
- Bachelor’s degree in a technology- or business-related field.
- Experience with CRM tools like Salesforce and Gainsight.
- Excellent communication, relationship-building, and presentation skills.
- Proven ability to manage multiple tasks and priorities in a fast-paced, dynamic environment.
Preferred Skills:
- Analytical mindset to translate data insights into business impacts.
- Ability to think strategically and identify long-term solutions for customers: prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomes.
How we Think
Customer Focus – Building strong customer relationships and delivering customer-centric solutions
Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholders
Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer business needs
How we Own It
Ensures Accountability – Holding self and others accountable to meet commitments
Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals
Action oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm
How we Interact
Collaborates – Building partnerships and working collaboratively with others to meet shared objectives
Manages Conflict – Handling conflict situations effectively with a minimum of noise
Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control
Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Organizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics
If a Genesys employee referred you, please use the link they sent you to apply.
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
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 .
Reasonable Accommodations:
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 .
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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 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.
📌 Senior Customer Success Manager
🏢 Genesys
📍 Bogotá
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