Customer Success Manager - Japan

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

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.

Build something new with a world-class team.

At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?

Summary:

The goal of this Customer Success Manager(CSM) role is to engage in one-to-many activities aimed at establishing a long-term relationship between Genesys, its partners, and their end-customers in the mid-market and SMB segments.

This includes promoting product adoption, driving value realization initiatives, and managing revenue retention through timely renewals. These efforts will guide customers toward achieving their customer experience (CX) goals and vision. While various approaches will be directly targeted at existing customers, given that the Genesys market in Japan is partner-driven for the Genesys Cloud CX solution, many activities will also involve close collaboration with partners.

About This Role

As a CSM, you will serve as the advocate and champion for mid-market and SMB customers, supporting them throughout their journey with Genesys. You will leverage automation and technology to recommend and coordinate the adoption of appropriate strategies, products, and services, helping customers rapidly achieve their business outcomes. By utilizing a pre-defined methodology, self-service, and a combination of automation and personal touch, you will guide the customer journey and deliver customer success to a large number of customers. Additionally, you will collaborate with the Enterprise CSM team to plan and manage initiatives that deliver valuable information to existing customers through various methods. As a CSM, you are expected to manage a large portfolio of both direct and indirect customers.

What You’ll Be Doing:

In this role, the primary responsibilities will include (but are not limited to):

To ensure the success of a large customer portfolio, monitor current trends and provide suggestions and information to encourage further engagement through email marketing, events, and community sites.
Coordinate activities aimed at end-users with partners and lead necessary support activities for partners to identify growth opportunities with end-customers.
Proactively monitor the overall health of the portfolio as it relates to customer engagement and customer success.
Direct inquiries from mid-market and SMB users to appropriate channels and resources, and promote self-service.
Recommend the adoption and use of product features and services that align with the achievement of key customer business outcomes.
Communicate effectively with customers using digital channels such as chat, SMS, email, community, and social media.
Drive customer reference ability and continuously improve customer advocacy measures (e.g., GCAP program).
Collaborate with Enterprise CSMs, and AEs to plan and propose various activities that lead to the success of mid-market and SMB users.
Team with and establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:
- Technical Account Manager to ensure that technical support for customer utilization after implementation is provided smoothly.
- 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 and partners to identify cross-sell/up-sell opportunities and drive incremental bookings

We’d Love to Hear from You!

Minimum 5+ years’ relevant experience in technology/IT industry
Bachelor’s Degree in a technology or business-related field
Experience in working with a team to identify process failures and improvements, and continuously improve business processes
Strong ability to build relationships and proactive engagement using digital touch capabilities with Direct customers and with Partners (for Indirect customers)
Ability to manage/multi-task multiple actions across assigned customer base
Ability to thrive in a dynamic environment
Excellent interpersonal, presentation skills – both written and verbal
Positive attitude and high willingness to learn
Experience with productivity tools including PowerPoint/Excel/Word, CRM tools including Salesforce and Gainsight, and on-line communities and social media platforms
Languages: Native/Fluent Japanese and Business level English language proficiency (written and speaking)
It would be an advantage if you have an understanding of cloud SaaS products, business and deployment models. Additionally, it would be beneficial if you have an understanding of partner-led customer management scenarios

Please note that Genesys will not accept resumes from agencies at this time.

To be eligible to apply for this role you must be legally permitted to work in Japan.

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If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.

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