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 manag