Lucy Norris

EVP and GM, Broadcast Technologies and Customer Success

2021

We’re helping service and content providers around the world to deliver, protect and monetize video content so they can win in the age of Infinite Entertainment. We do that with the world’s most complete, secure and advanced end-to-end open video delivery solution. Our portfolio features award-winning video network services, best-in-class anti-piracy solutions and intelligence, and video platforms with fully integrated capabilities including cloud DVR and advanced advertising. And we’re trusted by over 200 top satellite DTH, cable, telco and OTT operators, broadcasters and media companies. Synamedia is backed by the Permira funds and Sky.

Venture Partner

2021 - 2021

Executive Vice President, Chief Customer Success Officer

2012 - 2021

Driving $1bn recurring revenue, Lucy Norris is Executive Vice President, Chief Customer Success Officer responsible for end-to-end customer and partner enablement and support -- from strategy through execution of revenue and delivery. She is responsible for Genesys Care, the Genesys customer care program, Professional Services focused on customer realization of business outcomes with Genesys solutions, Genesys University focused on customer and partner enablement, and Customer Success Managers who drive adoption of Genesys in the Cloud. Lucy joined Genesys in 2012 to create a global support and maintenance program and led the launch of Genesys Care and the transformation of the Genesys Customer Care organization to a global 24X7 center of excellence and since then contributed to Genesys growth and customer success through the establishment of practice-based services, Cloud best practices for customer loyalty, recurring revenue best practices and alignment of service, education and support with the product portfolio.

Senior Vice President, Genesys Care

2012 - 2015

Senior Vice President of Genesys Care, the Genesys global support, maintenance and customer success program for Cloud and Premise-based customers for Genesys - the market leader in multi-channel customer experience and contact center solutions in the cloud or on-premesis. Accountable for innovation, strategy, execution, revenue and margin performance as well as customer retention and have grown top-line performance by 16% in my first year and tracking to another 15% in my second year.

Senior Vice President, Global Customer Care - Business Process Solutions

2000 - 2012

I served as Senior Vice President and Executive Committee member of Global 360, Inc. a leading provider of Business Process Management Solutions based in Dallas TX and led the global maintenance and customer success business including relevant product development and service delivery. Along the way, I helped incorporate several acquisitions throughout the private ownership through the sale to private equity in 2006 and to Open Text in 2011. I also served as Executive Sponsor of many major customers such as the County of Los Angeles, AIA, AIG, and Citigroup. During this time I was responsible for maintenance services strategy, pricing, packaging, delivery, revenue and profitability and to provide round-the-clock support to the worldwide customer base through innovative customer success programs designed for mission critical Process and Document applications as well as oversight of the document capture services business converting that business from negative performance to consistent double-digit profit through eight straight quarters prior to my departure.

Director / VP

1997 - 2000

Served as part of the global leadership team to establish this Eastman Kodak subsidiary as a world class provider of document imaging and workflow solutions. Eastman Software was created in 1997 as a strategic acquisition from Wang Laboratories.