Project Manager, Customer Success

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Project Manager, Customer Success

Apply locations Manila, Philippines time type Full time posted on Posted Yesterday job requisition id JR103877

Genesys empowers more than 7,500 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.

Job Title: Project Manager, Customer Success

Location: Manila, Philippines

Summary:

Genesys seeks a highly driven Project Manager to join the Customer Success & Services (CSS) organization. As a Project Manager within the CSS Project Management Office (PMO) you will play a key role leading strategic initiatives that deliver Genesys’ vision for the future and helping achieve our goals. Are you organized, an effective communicator, and enjoy collaborating cross functionally? If this sounds like you - then please apply and we would love to connect!

In this role you will lead multiple projects concurrently that support our CSS business. These projects will enable all aspects of our CSS business to deliver the best customer experiences – enabling the Product Support, Professional Services, Renewal Management, Customer Success Management, Education Services, and Innovation teams. A primary focus for this role will include managing requirements from each CSS function on initiatives moving through the One Genesys Framework (OGF). You can play a significant role in building industry-leading customer experience technologies that are driving the success of companies worldwide.

Key Responsibilities:

• Successfully manage all aspects of project delivery from initiation, through delivery, to launching at scale. This would include managing project scope and goals, maintaining a project timeline and list of supporting tasks, managing risk/issues with plans to mitigate, and reporting regular project status.

• Tailor project management approaches to the type/size of project using various delivery frameworks like Agile and Waterfall.

• Grow and manage a wide network of relationships liaising effectively with both business partners and development teams.

• Identify, help investigate root cause, and prioritize existing and potential issues and risks plus develop strategies and controls to mitigate them.

• Negotiate and mediate conflicts on the part of the PMO, Project Sponsor, Lead, or Team.

• Accurately and clearly convey timely information and ideas, using a style and manner of presentation appropriate to the target audience.

• Demonstrated ability to lead and develop a global team of diverse project team members.

• Manage multiple projects concurrently, adapt to change where required, and thrive in a fast-paced environment.

• Provide CSS Project Management for the OGF program which includes – owning OGF comprehensive roadmap, delivering executive readouts, managing business stakeholders and project team members, and maintaining initiative specific project plan/status reports/repository.

Required Qualifications:

• 5+ years relevant experience as a Project Manager ideally in software/technology space.

• Bachelor's degree ideally in Science/Technology/Engineering/Math discipline.

• Previous experience in the Customer Success, Professional Services, Renewal Management, and/or Product Support space a big asset.

• Working knowledge with Confluence, Smartsheet, and/or Microsoft 365 an asset.

• Genesys business knowledge is vital for success in role.

• Possess high emotional intelligence and the ability to display empathy.

• Values diversity and practices a growth mindset.

• Enjoy being part of a collaborative team, helping others, and having fun.

• May require up to 10% travel.

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 .

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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.

This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered 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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Employee Referral

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

About Genesys

Genesys empowers more than 7,500 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 experience 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, while driving stronger workforce engagement, efficiency and operational improvements. Visit .

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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.