Postúlate en Kit Empleo: kitempleo.com.co/empleo/1a8zbz

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. 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 Details

- Location: Colombia
- Department: Customer Success
- Reports to: Senior Manager, Customer Success

Position Overview

The Sr. Customer Success Manager (CSM) is a strategic partner for Genesys’ strategic and Mid‑Market customers, specializing in banking, Telcos and different vertical accounts. 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

- The CSM acts as the customer’s advocate and champion throughout their journey with Genesys, recommending, orchestrating, and ensuring adoption of the right strategies, products, and services to help customers rapidly realize their business outcomes.
- The CSM works closely with related functions in Genesys to ensure customer onboarding, retention, and revenue growth.
- Primary responsibilities include (but are not limited to):
- Managing a portfolio of customers serving as their primary business point of contact throughout their CX journey.
- Understanding 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).
- Linking and prescribing 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.




- Establishing a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives.
- Driving customer reference‑ability and continuous improvement of customer advocacy measures (e.g., Net Promoter Score).
- Preparing and delivering territory plans to define account strategies and align resources.
- Team and establishing shared accountability with adjacent functions in key points of the customer journey, including:
- 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 a technology‑related role, with a strong background in banking, Telcos and different vertical accounts.
- 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 a consultative approach to customer interactions.
- Travel willingness (if required).
- 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 multiple stakeholders – Anticipating and balancing the needs of multiple stakeholders.
- Strategic Mindset – Seeing ahead of future possibilities, translating them into breakthrough strategies, and demonstrating thought leadership in the 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 minimal noise.
- Active listener – Focuses on the person speaking with the intent of understanding rather than 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.

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.

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 [email protected].

Equal Opportunity

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.

#J-18808-Ljbffr

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1a8zbz

📌 Senior Customer Success Manager (Bogotá)
🏢 Genesys
📍 Bogotá