Read the Job Description carefully, then scroll down for "Details to Register for this Job"...
This position is a highly strategic role that is responsible for driving the adoption of collaboration solutions from different OEMs and identifying growth opportunities to expand Servion’s footprint, while demonstrating the value and benefits to our customers. Your strong communications skills will drive and accelerate mutual success with our customers, OEMs and other stakeholders in a cross-functional environment. Executing against and reporting on Customer Success metrics, you are constantly looking to innovate and engage to accelerate results. ?Sharing best practices with your Customer Success peers you will be part of a dynamic and collaborative team that is increasingly more critical to our growth in the region.
What You’ll Do
The CSM is charged to document and share customer best practices with the global team and implement best practices from the global community within their assigned accounts. Each CSM is expected to build cross functional relationships within Servion to support the customer more effectively on their Collaboration Platform. You will be managing the on-going 24 x 7 support operations for the accounts in the region and work with different OEMs to provide appropriate solutions to our customers.
Product Skills and Customer Insights
• Deep understanding of Genesys Cloud Platform and subject matter expertise
• Knowledge of support operations – SLAs, Availability, subscription billing, overages etc
• Serve as the bridge between the customers and OEMs by communicating customer needs and the impact on their business back to OEMs. Provide constructive feedback on product development and roadmap to Collaboration Product Management team. Meanwhile, you will communicate product roadmap and new features to customers and link the value proposition to our customer needs.
• Provide key customer and market insights to enable timely understanding of the market.
• Maintain a good understanding of the competitive landscape and outlook.
• Problem Solving and Cross-Functional Support
• Collaborate internally with Sales & broader cross functional groups to drive continuous improvement & provide a superior customer experience.
• Lead campaigns, projects, and initiatives to insure successful customer implementation and ongoing adoption.
• Skilled in usage and implementation of tools and processes leveraged in the Customer Success role.
• Share experience and knowledge of the role with peers and colleagues to foster their growth and development to enhance the organization’s ability to deliver value to our customers.
• Maintain CSM portfolio while delivering on other business impacting responsibilities.
• Translate expertise and knowledge into presentations for organizational wide impact.
Who You Are
• Minimum 12 years of experience in the technology industry
• At least one implementation experience in Genesys Cloud Contact Center Platform
• Experience in managing 24 x 7 support operations for Cloud based contact center
• Previous Customer Success (or customer facing) experience.
• Strategic and creative thinker, account management, forward looking approach with strong commitment to customer success
• Proven ability to cultivate high level relationships with large complex customer organizations, identify and map the customer org structure, and bridge customer stakeholder turnover at any level of the organization.
• Find additional value opportunities for our customers and be instrumental in bringing those to closure.
• Laser focus on reducing churn by increasing product usage & adoption.
• Strong communication, consultative, influence and presentation skills across the management spectrum
• Focused attention to detail allowing for delivery of high-quality end user experiences. Proven team player and ability to orchestrate value in coordination with multiple stakeholders.
• Comfortable working in a fast paced, dynamic environment to meet evolving business requirements.
• Education or equivalent experience: 4-year higher education degree
• Travel within the region is required.
Key Skills: Genesys Cloud Contact Center Platform, Cisco or Avaya Contact Center
Location: DUB
Required Experience: Min 12 yrs
Positions: 1
Contact Person: RMG
Email ID: RMG@SERVION.COM
DETAILS TO REGISTER FOR THIS JOB:
http://servion.talentnow.com/careers/SubmitResume.aspx?jpc=JPC018299
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