Services Engagement Director

Build something new with a world-class team.

At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?

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 France but also representing Genesys with authority to the customer, as the leader of the delivery project team and owner of the project.

As a Service Engagement Director, you will show expertise in identifying strategic business opportunities for the organization and achieving healthy business growth in region.

Acting with autonomy and accountability, you will also ensure that the project potential is realized, and that the customer is delighted, while adhering to the project defined triple constraints of cost, scope, and time, inclusive of change requests. 

This position requires a person who can lead from the front in recognizing opportunities, along with sales experience and 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. You must clearly understand the project objectives, along with the business requirements, and act as the primary interface with the customers to set the agenda, manage customer expectations, develop and implement a risk mitigation strategy, proactively resolve issues, negotiate appropriately, and communicate internally and externally, utilizing the Genesys methodology to lead the project to success.

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.

Key Responsibilities

• Pursue professional services sales leads and prospective clients.
• Generate a pipeline of services orders to attain financial objectives.
• Responsible for project management and ownership of multiple, concurrent small- to medium-sized or large-sized Genesys practice or solution engagements, adhering to the Genesys methodology.
• Full ownership of the financial variables within the project; lead the project to completion within the originally defined budget with consistent and recurrent financial status and projections both internally and externally.
• Understands key business challenges and required outcomes for customers and effectively articulate the value proposition of Genesys CSS.
• Maintains extensive knowledge of current market conditions and customer buying strategies in order to negotiate and close business deals.
• Ensures integrity of the proposals submitted including the overall structure of the deal and the pricing of the opportunity (as per any price approval guidelines).
• Creates and drives revenue within a specified region or list of named accounts by developing strategic business plans.
• Provides regular forecasts to the district manager of current and pipeline opportunities.
• Meets and exceeds all quarterly and annual financial targets.
• Ensures they are constantly up to date on the Genesys offerings and can easily talk and present the transformation to Genesys Cloud methodology and the CSS services involved.
• Networks and develops strong business relationships (both internally and externally).
• Aligns with other functions through the customer buying cycle – from contacting the customer through the retain and grow phases, alongside the other functions involved (AE, SC, CSM, PM).
• Develops and maintains meaningful, long lasting customer relationships including trusted advisor relationship with key customer stakeholders and executive sponsors.
• Travel of up to 25% Customer and internal meetings

We’d Love to Hear From You!          

• Ideally 5-7+ years’ experience in Direct Sales and/or High Touch sales in IT/Tech industry, educ