Senior Director, Customer Success
Core
Establish life-long relationships with enterprise customers by advising on AI-powered experience orchestration and driving adoption of Genesys platform capabilities.
Role type
Senior Director, Customer Success (Enterprise)
Builds
AI-powered customer experience orchestration platform
Domain
SaaS / Customer Experience (CX) / Contact Center as a Service (CCaaS)
Deliverable
production ML models
Required skills
Enterprise account management, AI strategy and advisory, adoption motion leadership, executive relationship building, data analysis, SaaS sales, CRM proficiency
Preferred skills
CCaaS technology expertise, Genesys platform knowledge, change management
Technologies
Salesforce, Gainsight, Microsoft Office Suite, Generative AI, Virtual Agents, Agent Assist
Responsibilities
Manage portfolio of enterprise customers and execute Customer Success Plans, drive AI adoption from purchased to consumed, orchestrate cross-functional resources for value realization, conduct Executive Business Reviews, identify expansion opportunities, and report adoption metrics to leadership.