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Senior Director, Critical Account And Customer Experience
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- They will also provide thought leadership to implement a holistic Genesys customer experience improvement program.
- The ideal candidate will have experience in managing analytics teams to follow through on both operational performance and predictive analytics modelling.
- Design metrics and communication dashboard for critical account and escalation execution.
- Enable CSS functional teams Customer Success, Technical Account management, Product Support, and Professional Services to better manage customer escalations through the use of escalation best practices and process standardization.
- Develop Customer Success and Services (CSS) metrics recommendations for inclusion in Genesys strategic Customer Experience index.
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