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 Sr. Project Manager, Professional Services for EMEA, is a vital member of the local account team as she/he manages the day-to-day operations of key customer projects with responsibility for tracking project status and profitability, coordinating project resources, managing client expectations, and leveraging project experience throughout the team.
Primary interface with the customer to manage the triple constraints (schedule, scope, budget) and to help resolve issues. Understands the client's business very well and establishes inroads into the organisation of the account to increase Genesys visibility. Responsible for all Genesys personnel incl. sub contractors working on the project. Manages all financial aspects of the projects including forecasting and revenue recognition.
Is able to build on the foundations of the delivery, and drive Value Realisation from existing or new developments and channel
Core to our vision around Experience as a Service is building Trust and Empathy with our customers and partner ecosystem and as Project lead, you will be in the forefront.
The primary responsibilities for this role include (but are not limited to):
· Provide project management of key, large & complex solution engagements, with a value of Services from $50k upwards to projects with total value in excess of $3m, including customer sign off.
· Manage all aspects of the project delivery including project schedule, risk management and risk mitigation plan, scope documentation, scheduling resources, setting goals and priorities, reporting project status, tracking and resolving issues and customer acceptance.
· Implement change management process on engagements.
· Follow standard PS Operational processes and guidelines.
· Ensure engagements are on time and on budget.
· Achieve customer satisfaction goals.
· Maintain close links with other functions in Professional Services and other Company departments especially Sales, Pre-Sales and Marketing, Support, and Education.
· Maintain quality relationships between our clients, strategic partners and/or third party providers.
· Generate incremental license and services revenue through direct customer contact.
· Achieve profitability goals by providing high-quality, innovative solutions and efficient delivery services.
· Proven track record in driving customer relationships, and exceeding customer expectations.
Minimum Requirements:
· 5+ years relevant experience in the IT industry ideally in the Contact Centre, Telecommunication and/or CRM market.
· Proven IT Project Management experience, including budgeting, of complex solutions.
· University degree in Engineering, Economics, Management or equivalent.
· Understands at least 1 industry segment (e.g. Telecommunications) and has an understanding of computer architecture, open systems products (hardware and software), project management tools and methodologies, customer and Professional Services.
· Full understanding of Contact Centre Market and the Cloud enablement we play in
· Ability to take the initiative, trouble-shoot, build relationships, develop a team, solicit/gain support inside and outside of Professional Services.
· Ability to work unsupervised and in a proactive manner.
· Proven ability to work under pressure both within a team and on your own.
· Excellent presentation skills.
· Very good verbal and written skills in English and ideally other languages
· Computer literate in the use of MSOffice, MS Project or similar, word processing, spreadsheet, presentation and project control tools.
· Willing to travel extensively throughout UK and Europe, as restrictions allow.
· Full clean driving license.
Desirable Skills:
· Project Management Certification, e.g. Prince2, PMI.
· Certified Genesys Engineer 7.x +
· Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level that you are able to discuss simple solutions.
About Us:
Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via http://www.genesys.com/, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.
Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.#LI-DK1
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.
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