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> 【Genesys Cloud Service Inc.】Sr. Customer Success Manager｜Leading AI－Driven CX Transformation

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【Genesys Cloud Service Inc.】Sr. Customer Success Manager｜Leading AI－Driven CX Transformation

年収：応相談

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部署・役職名	【Genesys Cloud Service Inc.】Sr. Customer Success Manager｜Leading AI－Driven CX Transformation
職種	営業企画カスタマーサポート・ヘルプデスク業務プロセスコンサルタント
業種	その他その他
勤務地	東京都
仕事内容	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. 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. ■About the Role As a Senior Customer Success Manager, you will play a key role in enabling enterprise customers to transform their customer experience (CX) through AI-powered Experience Orchestration. In this strategic and consultative role, you will partner with customers to define and execute their CX transformation journey—leveraging the power of Genesys Cloud CX, AI, and digital innovation to deliver measurable business outcomes. Acting as a trusted advisor, you will guide customers from onboarding to continuous value realization, ensuring they maximize their investment and achieve long-term success with Genesys. You will collaborate cross-functionally within Genesys to orchestrate the right expertise and resources at every stage of the customer lifecycle—driving adoption, retention, and expansion. By aligning technology capabilities with business objectives, you will help customers deliver experiences that are predictive, personalized, and proactive, redefining what’s possible for customer engagement in the AI era. ■What You’ll Be Doing: ⚫︎ Manage a portfolio of enterprise customers serving as their primary business point of contact with high-touch engagement throughout their CX journey ⚫︎ Identify and develop upsell/cross sell opportunities for the Genesys solution portfolio across the allocated customer and Partner base ⚫︎ Understand 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) ⚫︎Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes ⚫︎Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives ⚫︎Drive customer reference ability and continuously improve customer advocacy measures (e.g., promoting community sites, planning and managing events for existing customers). ⚫︎Prepare and deliver account plans to define account strategies and align resources ⚫︎ 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 to identify cross-sell/up-sell opportunities and drive incremental bookings
労働条件	【就業場所（Work Place）】 Tokyo Office:WeWork, Kamiya-cho Trust Tower, 4-1-1 Toranomon, Minato-ku, Tokyo 105-6923
応募資格	【必須（MUST）】 ⚫︎ 8+ years’ experience in a technology-related field, including consulting and enterprise account management ⚫︎ Bachelor’s Degree in a tech or business-related field ⚫︎ Languages: Native/Fluent Japanese and Business level English language proficiency (written and speaking) ⚫︎ Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and online communities and social media platforms 【歓迎（WANT）】 ⚫︎ Familiarity with CX (industry and technology) to drive consultative approach to customer interactions a plus ⚫︎ Experience in a call center, BPO, or service provider environment, or direct experience interacting with such organizations as a customer. ⚫︎ Excellent ability to build relationships ⚫︎ Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers We’d Love to Hear From You! ⚫︎ A proactive mindset with the ability to take initiative rather than waiting to react to issues. ⚫︎ Ability to manage/multi-task multiple actions across assigned customer base ⚫︎ Excellent interpersonal and presentation skills – both written and verbal ⚫︎ Positive attitude and high willingness to learn ⚫︎ Technical aptitude to learn telecom, AI, and our software technologies ＊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.
アピールポイント	海外事業管理職・マネージャー
リモートワーク	可「可」と表示されている場合でも、「在宅に限る」「一定期間のみ」など、条件は求人によって異なります
受動喫煙対策	対策なし
更新日	2026/07/08
求人番号	8474687

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