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.
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: Services Engagement Director
Department & Team: Professional Services
Reports to: Senior Manager, Customer Success
Location: UK
A Services Engagement Director is a team player and supports and leads the wider cross-functional teams in securing and maintaining business opportunities for the organization to generate revenue and achieve sales objectives. This position requires a person who could recognize opportunities and engage in services scoping and estimation exercises. This Person should have strong interpersonal relationship building skills as well as sales skills allowing them to negotiate and close deals.
What You’ll Do:
The Services Engagement Director is responsible for identifying and helping close business opportunities within existing as well as new accounts, building and maintaining relationships, building Statements of Work, building and closing Project Change Requests, creating and validating PS products' renewal contracts, negotiating and closing business deals. This position will have quarterly financial targets (bookings and project profitability) that need to be met in order for the organization to attain projected revenue and build consulting services backlog. The primary responsibilities for this role include (but are not limited to):
Ability to build and manage Relationships
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Build and cultivate long-term relationships with customers, be willing to learn to become a trusted advisor who aligns service & Genesys offerings to the Customer's evolving business goals.
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Anticipates customer needs and proactively drives initiatives to enhance their experience and maximize the value they derive from Genesys solutions & Services.
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Strong interpersonal and communication skills to build, maintain, and deepen internal as well as client relationships.
Account Planning
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Ability to collaborate with Sales and Customer Success teams to identify new opportunities within existing accounts.
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Ability to prepare and participate in building account plans, provide progress updates, and recommendations.
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Ability to communicate progress, success stories, and potential business opportunities to the wider Account Team.
Business and Financial Acumen
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Understanding of basic financial principles, including budget management, Professional Services bookings / revenue forecasting, and P&L responsibility – managing healthy project sales margins balancing resource costs, expenses, external payments etc.
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Ability to create and manage financial and booking reports.
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Collaborate with Customer Success Managers to identify risks and opportunities for upsell or cross-sell, ensuring engagement strategies align with revenue goals
Technical Knowledge
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Passionate for technology and a quick learner, with a drive to understand our business and solutions
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Understand the Customer Experience market, and Cloud SaaS
Problem Solving and Critical Thinking
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Possess analytical skills to diagnose issues, develop innovative solutions, and proactively address client needs.
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Ability to make data-driven decisions to optimize service delivery and enhance client satisfaction.
Communication and Presentation Skills
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Excellent verbal and written communication skills to convey complex ideas clearly and persuasively to clients and internal stakeholders.
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Skilled in preparing and delivering presentations, and creating and building reports in tools like Excel, SFDC an advantage
Requirements
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Minimum of 8 years of related experience with a Bachelor’s degree or 2 years with a Master’s degree. Equivalent experience will be considered.
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Experience in a Sales Role, preferably Professional Services Sales.
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Experience in Genesys Contact Center Solution Portfolio or 3rd party contact center products.
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Good to Have - Project Management Delivery or Customer Success Management experience.
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Fluent in English, MS Office - PPT presentations, Excel reports
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Additional language is a bonus
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Ability to work effectively both individually and with a team
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Strong interpersonal and presentation skills and excellent written and verbal communication skills
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Positive attitude and high willingness to learn and share knowledge with coworkers
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Travel up to 25% to customers and deliver presentations Genesys solutions knowledge will be a plus.
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About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.
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 reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent 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.
