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.
The Role
As an Install Base Account Executive, you will be responsible for expanding existing customer relationships, driving growth across our install base, and maximising the value of Genesys solutions. You will work closely with current financial services customers to identify AI-led cross-sell, up-sell and expansion opportunities, ensuring continued adoption and value realisation across Genesys Cloud, AI and Digital solutions.
This is a consultative sales role requiring a strong understanding of customer business challenges, the ability to articulate AI-driven value, and a proven track record of expansion sales within the CCaaS and CX technology space.
You will own the account management relationship, working closely with Customer Success, Solution Consulting, Professional Services and partners to drive customer growth, retention, and long-term value.
The Account Executive is responsible for driving expansion business through selling Genesys Cloud, Digital and AI technologies, either directly or alongside partners, owning all stages of the opportunity lifecycle, including the orchestration of pre-and post-sales resources, and reports directly to a UKI Sales Director.
The primary goal of the Account Executive is to achieve their sales bookings target in a predictable and repeatable manner, aligned to the Genesys Way of Selling and opportunity management within Salesforce.
Key Responsibilities
The primary responsibility of this role is to build, manage and convert a pipeline of AI-driven expansion opportunities, including:
- Grow existing customer relationships by identifying opportunities for AI-led expansion, upsell and cross-sell across Genesys Cloud solutions
- Develop deep relationships with key customer stakeholders, including champions, economic buyers and decision makers, to drive expansion
- Engage proactively with existing accounts to ensure adoption, usage growth and maximised customer value
- Manage complex, consultative sales cycles using the MEDDPICC framework to drive predictable outcomes
- Identify customer needs and effectively understand and respond to objections
- Drive renewals and expansions in partnership with Customer Success, ensuring customer satisfaction and continued adoption of Genesys Cloud and AI capabilities
- Act as a trusted advisor, providing strategic guidance on CX, AI and digital engagement best practices, as well as industry trends
- Collaborate with partners and internal teams, including Professional Services, Customer Success and Marketing, to drive customer engagement and growth
- Track, manage and forecast sales performance accurately within Salesforce
- Negotiate and close opportunities in a predictable manner
- Provide thought leadership, sharing expertise in relevant CX and AI topics and industry best practices
- Establish yourself as a long-term trusted advisor to customers
- Contribute innovative ideas and new approaches to support the wider sales organisation, including BDR collaboration
- Support and enhance a strong, collaborative team environment
- Respect and follow the One Genesys Values to deliver Experience as a Service, Embrace Empathy, Fly in Formation and Go Big
Minimum Requirements:
- Track record of success in selling AI-powered Cloud solutions within Financial Services or highly regulated industries.
- 5+ years of experience selling CCaaS, SaaS, or Customer Engagement solutions with a proven track record in expansion sales.
- Strong background in upselling, cross-selling, and renewals within an existing install base.
- Managing a complex and consultative sales environment utilising MEDDPICC for opportunity management and inspection
- Experience working with partners and as a direct seller
- Ability to demonstrate a commitment to excellence with a strong business acumen
- Expert communication and active listening skills
- Excellent objection handling, persuasive and negotiating abilities
- Strong collaboration skills, with ability to work with multiple team members
- Ability to multi-task and manage multiple streams of work simultaneously
- Proven record of meeting/exceeding established sales goals
- Evidence of being able to communicate at all levels within the customer’s organisation, as well as managing internal stakeholders
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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:
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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.
