Project Manager - Service Delivery

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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.

Location: Remote, US

Summary:

The Project Manager 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.  Achieving internal financial goals via project predictability and financial rigor will be paramount.  Additionally, the Project Manager will look to expand our services footprint through strategic and collaborative partnerships with sales, the project team, and the customer.

Project Management is a key role within Genesys Professional Services and requires not only defined skills and experiences, but also the right attitude. The Project Manager must provide authoritative leadership to the entire project team, taking ownership and responsibility of the project and outcomes. The Project Manager must also build strong and positive relationships with the key stakeholders, exhibiting high Emotional Intelligence and becoming their Trusted Advisor.

Responsibilities / Job Duties:

• 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

• Proactively and predictively manage the project(s) including developing work plan, scheduling resources, setting goals and priorities, ensuring deliverables are met, reporting project status, tracking and resolving issues, and customer acceptance

• 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

• Implement change management process on engagement

• Be content knowledgeable with specific experience in one or more Genesys practice or solution areas

• Ensure engagements are on-time and on-budget

• Identify additional sales opportunities resulting from engagement work

• May act as engagement manager on a project

Key Accountabilities:

Achieve profitability goals by providing high quality and efficient delivery services

Work with assigned team to help forecast and achieve delivered revenue objectives on a quarterly basis

Achieve customer satisfaction goals – internal and external

Contribute to greater good of organization

Required Qualifications:

• 5+ years of industry experience in the SaaS technology space, aliging to Project Management Service Delivery .

• Strong technical background in a Professional/Managed Services function.

• Good verbal and writing skills; ability to make presentations to business and technical personnel; ability to do Knowledge transfer

• Ability to work on multiple projects in a fast-paced environment

• Must have experience deploying cloud-based contact centers or other large enterprise SaaS products

• Must have experience managing project P&L’s

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$94,100.00 - $184,700.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities