Senior Engagement Success Director

Genesys • Full-time • Frankfurt (Flexible), Germany • 4d ago

Why This Job is Featured on The SaaS Jobs

This Senior Services Engagement Director role sits at a mature, enterprise SaaS provider where professional services is tightly linked to product adoption and measurable customer outcomes. In the current SaaS landscape, services leaders increasingly shape how complex platforms are implemented, governed, and expanded, especially in categories like customer experience where integrations and change management can determine time to value.

For SaaS career-building, the position offers a concentrated view of the commercial mechanics behind enterprise delivery: scoping and packaging work into statements of work, managing change control, and balancing customer objectives with margin and forecast discipline. The cross-functional interface with Sales, Customer Success, Delivery, and Product mirrors how large SaaS organisations operationalise retention and expansion, making the experience broadly portable across enterprise platforms with services attach and lifecycle revenue motions.

The role tends to suit professionals who prefer structured, high-stakes commercial ownership rather than pure delivery leadership, and who are comfortable operating with executive stakeholders and internal matrix teams. It is also a strong match for those who enjoy translating ambiguous transformation goals into governed engagements, and who want their SaaS impact to be visible through pipeline quality, commercial clarity, and realised customer value.

The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.

Job Description

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.

Senior Services Engagement Director (P6)

Department: Professional Services
Reports To:Senior Professional Services Director
Location: Germany

Role Overview

The Senior Services Engagement Director is responsible for leading the end-to-end Professional Services commercial lifecycle across assigned accounts and strategic pursuits. This role owns the positioning, scoping, negotiation, and closure of complex services opportunities while driving long-term customer value, profitability, and services growth.

As a quota-carrying commercial leader, you will partner closely with Sales, Customer Success, Professional Services Delivery, and Product teams to develop and execute services strategies that support customer transformation initiatives and measurable business outcomes.

You will act as a trusted advisor to executive stakeholders, guiding customers through adoption, expansion, renewals, and commercial governance activities, including Statements of Work (SOWs), change requests, and services expansion initiatives.

This role requires strong enterprise services sales experience, commercial acumen, executive presence, and the ability to influence stakeholders across complex customer environments. Experience with Genesys is strongly preferred, or equivalent enterprise SaaS and services experience within contact centre, customer experience (CX), or adjacent enterprise technology platforms.

Key Responsibilities

Customer Partnership & Executive Relationship Management

Build and maintain trusted relationships with executive sponsors, business leaders, and commercial stakeholders across customer organisations.
Position Professional Services as a strategic enabler of customer transformation, adoption, operational optimisation, and business outcomes.
Identify customer needs, risks, and growth opportunities, translating them into actionable services engagements and commercial initiatives.
Serve as a trusted advisor throughout the customer lifecycle, ensuring customers realise measurable value from their investment.

Services Sales Leadership & Commercial Ownership (Quota-Carrying)

Own and achieve individual or regional Professional Services bookings targets, profitability goals, and backlog growth objectives.
Develop and execute account-based services strategies in partnership with Sales and Customer Success teams.
Identify and progress services opportunities linked to platform adoption, transformation programmes, optimisation initiatives, and customer outcomes.
Lead complex services pursuits from qualification through closure, driving internal alignment and customer negotiations.
Balance customer value, delivery feasibility, commercial risk, and profitability to achieve successful commercial outcomes.
Build and maintain a healthy services pipeline with accurate forecasting and disciplined opportunity management.

Scoping, Estimation & Statement of Work (SOW) Management

Lead discovery workshops, solution scoping sessions, and estimation activities in collaboration with Delivery and technical stakeholders.
Own the development, validation, and approval of Statements of Work, including: Scope and deliverables Assumptions and dependencies Acceptance criteria Commercial terms and pricing Governance and delivery approach
Ensure all services proposals are commercially sound, competitive, and aligned with customer requirements and delivery capabilities.
Manage project change requests end-to-end, including impact assessment, commercial negotiation, approvals, and closure.

Renewals, Expansion & Lifecycle Commercial Management

Drive Professional Services renewals, extensions, and expansion opportunities through successful negotiation and closure.
Maintain ongoing commercial engagement with customers to identify incremental services opportunities throughout the customer lifecycle.
Ensure strong pipeline hygiene and forecast accuracy, with clear visibility into risks, confidence levels, commercial exposure, and next actions.
Support long-term revenue growth through proactive account planning and strategic engagement management.

Financial & Business Management

Own services margin performance across assigned opportunities and accounts.
Balance delivery effort, resource utilisation, pricing strategy, contractual scope, and third-party costs to optimise profitability.
Produce accurate services forecasts and reporting across bookings, revenue, margin, pipeline, and backlog metrics.
Clearly communicate commercial performance, growth opportunities, and financial risks to leadership and internal stakeholders.
Collaborate with Customer Success and Delivery leaders to align engagement strategies with retention, expansion, and customer value objectives.

Communication, Influence & Executive Storytelling

Create clear, compelling customer-facing and internal commercial collateral supporting services pursuits and account growth initiatives.
Deliver executive-level presentations, proposals, and commercial narratives tailored to technical, operational, and business audiences.
Influence customer and internal decision-making through strong communication, commercial credibility, and outcome-focused storytelling.

Qualifications & Experience

Required Experience

8–12 years of experience in Professional Services sales, services engagement management, services pre-sales, services account management, or similar commercial leadership roles within enterprise SaaS or technology services organisations.
Strong preference for Genesys experience; alternatively, equivalent experience within enterprise SaaS environments such as contact centre, CX, CRM, or adjacent enterprise platforms.
Proven success in positioning, negotiating, and closing complex services engagements, including: Statements of Work (SOWs) Commercial negotiations Contracting Renewals Change control management
Demonstrated experience managing services quotas, forecasts, pipeline development, and commercial governance processes.
Strong commercial and financial acumen, including: Margin management Pricing strategy Forecasting Profitability management
Experience operating effectively within cross-functional and matrixed organisations.
Excellent written and verbal communication skills in English, with strong executive presence and customer-facing credibility.
Strong interpersonal, stakeholder management, negotiation, and presentation skills.
Self-motivated, collaborative, and able to work effectively both independently and within distributed teams.

Education

Bachelor’s degree required.
MBA or Master’s degree strongly preferred, or equivalent senior-level commercial experience within enterprise SaaS or services organisations.

Nice to Have

Hands-on delivery experience in programme management, project leadership, customer success, or enterprise implementation delivery.
Experience leading contact centre transformation, cloud migration, or large-scale enterprise implementation programmes.
Working knowledge of: Salesforce (SFDC) Excel-based financial modelling and reporting PowerPoint and executive presentation development
Prior experience in quota-carrying Professional Services sales or commercial leadership roles within enterprise software organisations.

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.