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 Senior Manager, Global Partner Programs will oversee the global partner programs, provide input and direction for the global partner strategy and execute for the Genesys partner ecosystem. This includes developing, enabling, and tracking partner program results to ensure effective execution that meets both internal and external stakeholder needs. The role involves partner performance tracking, compliance oversight, and establishing guidelines. This Senior Manager will also drive the annual partner planning process, optimize Partner Sales Manager (PSM) coverage, and manage contractual investments, ensuring alignment with strategic priorities and viability. Additionally, they will manage global partner rules of engagement development/governance.
Key Responsibilities
- Partner Program Management: Develop, enable, track, and report on all partner performance tied to the Genesys Ascend partner program and incentive programs. Ensure these programs are executed effectively and meet key stakeholder objectives.
- Global Partner Strategy Development: Assist in the development and annual maintenance of the global partner strategy, ensuring alignment with broader company goals and objectives/success metrics.
- Performance & Compliance Tracking: Oversee quarterly tracking and reporting of partner performance, accrual and forecast accuracy for Partner rebates and other incentive payments while ensuring compliance with established guidelines and making adjustments as needed to optimize outcomes.
- Annual Partner Planning: Drive the annual partner planning process, including partner segmentation, partner offboarding, investment allocation, and Partner Sales Manager (PSM) coverage. Collaborate with cross-functional teams to optimize the partner portfolio and ensure appropriate resource and contra allocation.
- Stakeholder Management: Manage relationships with key stakeholders across the business, ensuring alignment on partner goals, performance, and initiatives. Regularly communicate partner program updates and results.
- ROE Changes & Shifts: Drive annual partner Rules of Engagement (ROE) changes and shifts based on partner strategy, performance, business needs, and emerging opportunities. Align with partners and internal teams to optimize ROE outcomes.
- Ad Hoc Strategy Projects: Lead and/or contribute to ad-hoc strategy initiatives, offering insight and recommendations to drive partner success and business growth.
Required Skills and Experience:
- 7+ years in channel and/or sales program experience in a hands-on development and execution capacity.
- Experience with the creation of financial business cases, operations, messaging, and strong project management skills.
- Possess advanced excel skills, business insights, strong analytical skills, proven experience in using analytics tools (such as CRM systems like Salesforce, Tableau, etc.) to track and analyze partner performance, refine strategies, and report on ROI.
- Excellent communication and senior-level presentation skills for collaborating with internal stakeholders (sales, product, marketing, finance, and executive teams) to align partner strategy with overall company goals.
- Experience in managing channel programs across multiple regions, such as North America, EMEA, APAC, and LATAM, with a strong understanding of regional differences and local market dynamics.
- Expertise in building and executing partner sales strategies to drive revenue, including managing partner pipelines, and achieving revenue targets.
- Knowledgeable in supporting cross-functional teams that include partner sales managers/leaders, partner enablement, marketing, sales, and support, ensuring collaboration and alignment on program goals.
- Capable of working directly with C-suite executives to report on program performance, refine strategies, and drive business outcomes.
- Deep understanding of SaaS or other subscription-based metrics and how channel partners fit into these frameworks.
- Experience in designing, launching, and scaling global channel programs, including partner recruitment, onboarding, and enablement programs.
- Familiarity with creating tiered partner programs (e.g., Elite, Premier, Accredited) based on partner performance, ensuring value for both the company and partner.
- Proven experience in driving significant revenue growth through channel sales and consistently meeting or exceeding partner-generated revenue targets.
- Experience in monitoring and improving partner performance by setting KPIs, identifying growth opportunities, addressing underperformance and overall strong problem-solving skills.
- Skilled in establishing KPIs for channel partner success (e.g., pipeline, retention, adoption, bookings growth) and using data to drive improvements.
- Ability to forecast KPI Partner performance and ensure accurate reporting to senior leadership.
- Bachelor’s Degree in Business, Finance or Communications; MBA/graduate degree a plus
- Ability to travel up to 15%
Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$125,400.00 - $233,000.00
Benefits:
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
More details about our company benefits can be found at the following link: https://mygenesysbenefits.com
If a Genesys employee referred you, please use the link they sent you to apply.
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 HR@genesys.com. 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 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.
