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 Description
Job Title: Service Engagement Director
Department & Team: Customer Success & Services, PS Iberia
Reports to: PS Regional Manager, Iberia
Location: Madrid (Flexible)
Summary:
This role opens opportunities for candidates based in Madrid.
A Services Engagement Director for Professional Services provides leadership in identifying strategic business opportunities for the organization to generate revenue and achieve sales objectives.
This position requires a person who has the ability to recognize opportunities, along with the sales experience to successfully negotiate and close deals.
What You’ll Do:
The Services Engagement Director is responsible for implementing Professional Services business development strategy, identifying new business opportunities, maintaining key relationships, building Statements of Work and negotiating and closing business deals. This position will have quarterly financial targets (bookings and project profitability) that must be met in order for the organization to attain projected revenue and build consulting services backlog.
NOTE: Although titled Director, this is a hands-on individual contributor role with direct accountability for Professional Services bookings, deal execution, and customer outcomes, not a regional or department manager
Key Responsibilities:
The primary responsibilities for this role include (but are not limited to):
Develop and execute joint success plans with customers, outlining key milestones, metrics, and success criteria tied to their strategic goals.
Understanding of 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.
Expertise in contract management, including scope definition, pricing, SLAs, and change orders.
Familiarity with project management methodologies (e.g., Agile, Waterfall) and tools like MS Project, JIRA etc.
Requirements
PMP, PRINCE2, Six Sigma, Lean Process or other methodology and Project Management Certification preferred
Fluent in English and Spanish. Italian or Portuguese will be a plus.
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:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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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.
