Be the one building AI-powered experiences where they matter most.
At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.
Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.
At Genesys, we are transforming how organizations connect with their customers through AI-powered experience orchestration, cloud innovation, and intelligent customer engagement solutions.
We are looking for an experienced Director, Account Management – Direct to lead and accelerate the growth of our direct sales and account management organization in Mexico.
This is a strategic sales leadership opportunity for a results-driven leader who thrives at the intersection of people leadership, enterprise customer relationships, revenue expansion, and business transformation.
In this role, you will lead a team of sales managers and account executives responsible for developing strategic customer relationships, expanding existing accounts, acquiring new business, and delivering sustainable revenue growth.
As a leader of leaders, you will shape the commercial strategy for your assigned business area or region, translate organizational priorities into actionable sales plans, and build a high-performing organization capable of consistently exceeding customer and business expectations.
You will collaborate closely with senior leadership and cross-functional stakeholders, influencing key business decisions while helping enterprise customers realize measurable value from Genesys solutions.
Key Responsibilities
Strategic Sales Leadership & Business Growth
- Define and execute the regional or business unit sales strategy, aligning commercial priorities with organizational objectives, market opportunities, and long-term growth ambitions.
- Drive sustainable revenue growth through strategic account expansion, new business acquisition, customer retention, and the identification of additional revenue opportunities.
- Lead direct sales activities across new and existing enterprise accounts, including collaboration with overlay sales and specialized solution teams.
- Establish and oversee medium- and long-term strategic account plans based on customer segmentation, industry dynamics, company size, geographic coverage, and growth potential.
- Monitor sales performance, pipeline development, forecasting accuracy, and overall business results, implementing corrective actions when necessary.
- Identify emerging market trends, competitive dynamics, and customer priorities to inform commercial strategies and strengthen Genesys' market positioning.
Leadership & Organizational Development
- Lead, coach, and develop sales managers and account management teams, creating a culture of accountability, collaboration, customer focus, and consistent execution.
- Provide strategic direction to managers, empowering them to drive team performance, develop talent, and achieve business objectives.
- Build a high-performing sales organization through effective performance management, coaching, succession planning, and leadership development.
- Establish clear performance expectations and measurable objectives aligned with regional and organizational priorities.
- Foster an inclusive, results-oriented environment that encourages continuous improvement, innovation, and professional growth.
Enterprise Account Management & Customer Engagement
- Oversee strategic relationships with key enterprise customers, ensuring strong executive engagement, long-term partnerships, and measurable business outcomes.
- Guide account teams in identifying customer challenges, understanding business priorities, and positioning solutions that support digital transformation and customer experience objectives.
- Drive customer expansion strategies through account planning, cross-selling, upselling, and the identification of new opportunities within existing relationships.
- Support complex commercial negotiations and strategic customer engagements, particularly those involving senior executives and key decision-makers.
- Ensure customer satisfaction, account health, and long-term retention remain central to the commercial strategy.
- Champion consultative, value-based selling approaches that connect technology investments with tangible customer outcomes.
Executive Collaboration & Business Execution
- Partner closely with senior leadership to communicate business performance, market opportunities, strategic risks, and recommendations.
- Collaborate across Sales, Solution Consulting, Customer Success, Professional Services, Marketing, and other business functions to deliver
Working at Genesys
- AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
- Recognized globally – Genesys is Great Place to Work®certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
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Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.
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.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—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.
