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.
Services Engagement Director
The Services Engagement Director is responsible for driving Professional Services bookings and revenue in assigned accounts and/or prospects, while creating and fostering relationships with all levels of stakeholders in new and existing customers.
For the assigned portfolio of accounts, the Services Engagement Director should work on maintaining key relationships, identifying new business opportunities, creating Professional Services business development strategy, and negotiating and closing services deals. This position will have quarterly financial targets (bookings and project profitability) that must be met for the organization to attain projected revenue and build consulting services backlog.
Key Responsibilities
The Services Engagement Director will define strategies, account plans and work directly with customers to understand customer needs, challenges, and expected business outcomes and provide them with Professional Services solutions. The Services Engagement Directors will work with internal teams along the Sales Process to ensure the customer is provided with the best solutions to meet their needs.
Responsibilities / Job Duties
In this role, the primary responsibilities will include (but are not limited to):
Create and drive bookings and revenue within a specified region or list of named accounts by developing strategic business plans
Understand and follow the guidelines of the PS Strategy and ensure alignment with the regional objectives.
Manage relationships with sales executives and sales leaders in the region to co-create strategies to sell more services, understanding the needs and particularities of the region.
Meet and exceed all quarterly and annual financial targets
Through the entire sales cycle the SED should work on:
Understand key business challenges and required outcomes for customers
Effectively articulate the value proposition of the Genesys solution and recommend Professional Services to customers to achieve customer’s business outcomes.
Understand the entire customer journey and the different project stages including challenges and customer expectations. Position Professional Services entire portfolio to cover customer needs
Work on effort estimation and cost/price definition
Prepare customer detailed proposal and SOW
Position and explain value proposition, project deliverables and other details. Resolve concerns, negotiate and close the deal.
Align with other functions through the sales cycle – from contacting the customer through the retain and grow phases.
Maintain extensive knowledge of current market conditions and customer buying strategies to negotiate and close business deals
Ensure 100% customer satisfaction and retention
Build and maintain strong, long-lasting customer relationships including trusted advisor relationship with key customer stakeholders and executive sponsors
Ensures they are constantly up to date on the Genesys product and Professional Services offerings
Required Qualifications
5+ years of sales experience in a similar role
Cloud or Saas based experience, particularly selling services for Cloud Platforms, including migrations from premises and AI related services.
Ability to support sales cycle, with a track record of successful booking and revenue attainment
Proven experience understanding customer needs and being able to articulate solutions
BS or BA degree or equivalent work-related work experience
Knowledge or experience of project delivery methodologies and environments is highly desired, particularly Agile Methodology.
Proven experience communicating, negotiating, and closing with executives and stakeholders. Experience selling at all levels, including the "C" level
Fluent English
Genesys solutions knowledge will be a plus
Additional Abilities
Strong ability to build and grow internal and external relationships
Excellent interpersonal, presentation skills – written, verbal and digital
Ability to travel up to 30-50%
Ability to work independently & as part of a team in a fast pace, rapid change environment
Superior professional presence and business acumen
Strong account planning and management skills, including mature negotiation skills
Ability to thrive in a dynamic, fast-paced environment
Positive attitude and high willingness to learn and share knowledge with coworkers
Genesys Skills and Competencies
Analytics Mindset
Translate data analysis into customer business impacts - Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance, etc.)
Foundational Product Skill
Understands how the adoption of products relates to key business outcomes - Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomes
How we Think
Customer Focus – Building strong customer relationships and delivering customer-centric solutions
Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholders
Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer business needs
How we Own It
Ensures Accountability – Holding self and others accountable to meet commitments
Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals
Action oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm
How we Interact
Collaborates – Building partnerships and working collaboratively with others to meet shared objectives
Manages Conflict – Handling conflict situations effectively with a minimum of noise
Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control
Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Organizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics
How we Show Up
Instills Trust – Gaining the confidence and trust of others through honesty, integrity and authenticity
Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations
If a Genesys employee referred you, please use the link they sent you to apply.
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.
