The **Expert Customer Success Manager (CSM)** is a strategic partner for Genesys' Strategic and Mid

- Market customers, supporting organizations across

**Banking, Telecommunications, and other key industry verticals**. The CSM leverages deep industry knowledge

- particularly within

**Banking and Financial Services**

- to provide strategic guidance, deliver measurable value, and manage customer success throughout the customer lifecycle.* 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 designed to drive mutual success.* Connect the adoption and use of Genesys product features, functionality, and services to key customer business outcomes.* Manage customer escalations and coordinate across functional areas to ensure customer needs are addressed effectively.* Establish a regular cadence of

**Executive Business Reviews (EBRs)** to track progress against customers' strategic business objectives.* Drive customer advocacy and reference ability while supporting continuous improvement of customer experience measures, including Net Promoter Score (NPS).* Prepare and deliver territory and account plans to define customer strategies and align internal resources.* Build shared accountability with adjacent functions throughout key stages of the customer journey, including:

- **Onboarding Specialists**, to ensure new customers are systematically introduced to Genesys and begin realizing value as quickly as possible.

**Professional Services**, to support successful implementations and progression toward go

- live. **Renewal Managers**,



to support strong forecasting and renewal practices, customer retention, and recurring revenue growth.

**Sales**, to identify potential cross

-sell and upsell opportunities and support incremental bookings.* 12+ years of experience in technology-related, Customer Success, consulting, account management, CX, or related roles.* Strong experience working with customers in

**Banking, Telecommunications, and/or other complex industry verticals**.* Deep understanding of **Customer Experience (CX)** within banking or financial services environments.* Strong familiarity with CX industry trends and technologies, with the ability to take a consultative approach to customer interactions.* Experience with contact center or CCaaS solutions; familiarity with Genesys solutions is a plus.* Experience managing strategic customer relationships and engaging with senior and executive stakeholders.* Experience with CRM and Customer Success platforms such as **Salesforce and Gainsight**.* Excellent communication, relationship

-building, stakeholder management, and presentation skills.* Proven ability to manage multiple priorities in a fast-paced and dynamic environment.* Bachelor's degree in a technology-, business-, or related field.* Ability to travel up to 30%.*





**COPC certification is a plus.*** Strong analytical mindset with the ability to translate data and insights into meaningful business impact.* Ability to think strategically and identify long
-term solutions for customers.* Ability to connect product adoption, functionality, and services with measurable customer business outcomes.* Strong executive presence and ability to establish trusted-advisor relationships.* Experience navigating complex organizations and coordinating multiple internal and external stakeholders.*
**AI at enterprise scale**

- Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.

150+ new AI features were released in the last fiscal year.*
**A flexible

- first culture**
- Join a integral team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.*

**Growth in the AI era**

- Build future-ready skills through mentorship, learning programs, leadership development and education support.*

**Time to recharge and give back**

- Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.*

**Recognized globally**

- Genesys is certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. 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] . Stay connected to learn how we're applying AI to real customer experience challenges and hear about future opportunities.

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