Services Engagement Director

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 Title: Services Engagement Director

Department & Team: Customer Success & Services

Location: Netherlands

About the Role:

We have an exciting role for a Service Engagement Director to join our CSS (Customer Success and Services) team.

This represents a personal contribution role overseeing the Services Sales objectives and Customers for the Nordic region, remote-based (with visits to Customers in the region and our office in Stockholm).

As a Service Engagement Director, you will show expertise in identifying strategic business opportunities for the organization and achieving healthy business growth in region. This position requires a person who can lead from the front in recognizing opportunities, along with sales experience and strong commercial insights. This position will be closely working together with our Product Sales and Pre-sales teams to define regional and vertical-oriented business development plans, create and maintain key relationships and negotiate and close 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.

The role would suit someone with a broad services knowledge, possessing the ability to lead & influence the behavior of others and in doing so create Trust and Empathy. It also has high exposure to our in-region leadership team and forms a good basis for personal development and growth.

While the role is not a Technical one, a good understanding of Contact Centre business or SaaS is required, ideally including experience of Cloud based solutions. A person with a passion for technology and discipline in self-learning as well as someone understanding project management, and what comes with it as in planning and budgeting as well, will easily fit into this role.

Positions in this job family provide high-level relationship management with clients receiving fee-for-service consulting services throughout the engagement from proposal and project definition, through to the delivery of a Genesys professional services solution.

Activities include:

- Driving the bidding process for large, complex proposals including service solutions and solution design consulting;

- Managing the bid submission process from initial contact through contract signing;

- Validating/endorsing the technical solution;

- Planning and securing the necessary resources for successful delivery;

- Monitoring active solution implementation to ensure delivery excellence and customer satisfaction;

- Managing risks and acting as escalation point for troubleshooting and addressing challenging client situations;

- Ensuring a smooth and complete service/project completion.

Expectations for this job profile are typically as follows:

- Implement strategic goals established by functional leadership, and creates operational plans to achieve these goals.

- Work on significant issues that require conceptual thinking and understanding to solve.

- Create networks with both senior leaders and junior individual contributors, providing thought leadership for the organization in their specific area.

- Responsible for managing project initiatives of strategic importance to the organization.

Key Responsibilities

Pursue professional services sales leads and prospective clients.

Generate a pipeline of services orders to attain financial objectives

Understands key business challenges and required outcomes for customers and effectively articulate the value proposition of Genesys CSS.

Effectively utilizes and maintains CRM incl