Project Manager, Customer Success

Job description

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.

Job Title: Project Manager, Customer Success

Summary:

Genesys seeks a highly driven, bias-for-action Project Manager to join the Customer Success & Services (CSS) organization. As a Project Manager within the CSS Project Management Office (PMO), you will own and drive strategic initiatives that deliver Genesys' vision for the future and move the needle on our goals. We're looking for someone who doesn't wait to be told what to do — you see what needs to happen, you rally the right people, and you get it done. You should also be genuinely passionate about using AI to accelerate project delivery, eliminate toil, and drive better outcomes across the CSS business. Are you organized, an effective communicator, and energized by collaborating cross-functionally to ship results? 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:

• Own and drive all aspects of project delivery from initiation, through delivery, to launching at scale. This includes managing project scope and goals, maintaining a project timeline and list of supporting tasks, proactively managing risks/issues with mitigation plans, and reporting regular project status.

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

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

• Identify, investigate root cause, and prioritize existing and potential issues and risks — then develop and execute strategies and controls to mitigate them before they become blockers.

• Negotiate and mediate conflicts on the part of the PMO, Project Sponsor, Lead, or Team, driving toward resolution rather than consensus-by-exhaustion.

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

• Lead and develop a global team of diverse project team members.

• Identify opportunities to leverage AI tooling to improve how the PMO operates — from status reporting and risk identification to stakeholder communication — and champion adoption across the team.

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

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

Required Qualifications:

• 5+ years relevant experience as a Project Manager, ideally in the software/technology space, with a clear track record of driving projects to completion and outcomes — not just tracking them.

• Demonstrated self-starter mindset: you're comfortable operating with ambiguity, you create structure where none exists, and you're relentless about unblocking progress.

• Genuine curiosity and passion for applying AI to make work better — whether that's automating reporting, accelerating analysis, or rethinking how a PMO operates in the age of AI.

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

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

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

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

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Genesys is an equal opportunity employer committed to fairness 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.