The goal of a Principal Partner Success Manager (PPSM) is to partner with Genesys partners to deliver predictable outcomes and predictable growth for their end customers success utilizing proven methodologies, leveraging Genesys resources, processes and tools.
The PPSM is familiar with the Customer Experience (CX) industry and technology and drives a consultative to approach interactions with their partners. To this extent this would include an analytical mindset to be able to analyze and recommend a course of action based on data gathered.
PPSM’s will work closely with key partners and Genesys stakeholders to ensure partner success while identifying and reducing renewal risks. Identify and grow opportunities within the partners business and collaborate with the channel sales organization to ensure growth attainment.
• Manage a portfolio of (3-5) partners serving as a primary business point of contact and working to ensure the business success of those partners.
• Understand the partner’s business objectives with Genesys in order to develop a Partner Development Plan (actionable blueprints by which the partner will achieve success and business outcomes)
• Establish a regular cadence with key partner stakeholders to track achievement of agreed upon business objectives within the Partner Development Plan
• Establish shared accountability with adjacent functions within Genesys to assist the partner at key points in their customer(s) relationship:
o Onboarding of new partners are systematically introduced into Genesys and begin to realize value as rapidly as possible
o Renewal practices and forecasting to deliver high retention rates and growth of recurring revenue
o Successful achievement of partner KPIs across care, training, certifications, and successful implementations of the Genesys platforms
Identify cross-sell/up-sell opportunities and collaborate with Sales to drive incremental bookings
Enable the partner for end customer adoption and use of product features/functionality and services to the achievement of key customer business outcomes
7+ years customer facing account management, ideally with partners & channel relationships, experience in technology or a software enterprise.
Minimum Bachelor’s Degree, preference for MBA or Master’s Degree.
Strong knowledge of business processes, business applications and automation
Experience working with Enterprise Channel Partners/VAR’s, as a consultant or manager, in the field of CX technology.
Very strong communication and presentation skills both written and verbal - experience briefing C-suite is a plus
Experience with productivity tools including PowerPoint/Excel/Word, Salesforce, and on-line communities and social media platforms.
Willingness to travel as required by circumstances – 30%
Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.
Genesys is an equal opportunity employer committed to diversity 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.Posted On
February 11, 2021