Sr. Project Manager

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.

Position Purpose

Sr. Project Manager, Professional Services is a key role within the Professional Services Organization responsible for ensuring delivery excellence in the implementation process for Genesys clients. This role is a results-driven position with the expectation that the Senior Manager, Professional Services will directly engage with sales team members, leaders in other departments, leaders of business units in other geographies, and with customers, and prospects.

Sr. Project Manager, Professional Services will be involved in the following activities:

• Responsible for creating project plans, driving client meetings to ensure successful project delivery.  

• Driving growth in a diverse Professional Services organization through the addition of Project Change Requests when scope of project increases and through recommending new products to the client to solve business issues that arise during implementation.  

• On large project the Sr. Project Manager may be called upon to lead several additional project managers to ensure large complex projects are delivered successfully.  Leading other project managers will not be a direct management responsibility rather a matrix leader opportunity for the specific project assigned.   

Key Responsibilities

• Responsible for driving successful project implementation

• Building and maintaining relationships with the Genesys Account team, and executives with customers and partners

• Provide leadership in all areas including discovery, estimating, delivery, deal shaping, and support.

• Align resources to meet company goals for revenue and margin attainment.

• Delivery of projects within budgeted hours while maintaining high customer satisfaction scores.

• Direct teams to effectively and quickly onboard new customers.

• Monitor performance, customer feedback, and customer satisfaction relative to our employee interaction with our customer base.

• Serve as the main executive resource for customer satisfaction issue resolution related to Services engagements.

• Provide management direction and mentoring on key customer deals to both the sales and services leadership teams.

• Communicates goals and objectives and gathers and incorporates feedback from direct and indirect resources to ensure a clear understanding of expectations.

• Manage performance improvement plans across the team as necessary.

• Recommend process updates as necessary to meet project goals

Required Qualifications

• Bachelor’s degree or higher in Business or Computer Science.

• 5+ years of hands-on Professional Services experience.

• 3+ years of supervisory, management, or leadership experience.

• Hands-on experience selling, delivering, and supporting projects

• Demonstrated ability to lead and develop a team of geographically diverse project managers.

• Ability to communicate directly with technical teams.

• Strong management skills including the ability to lead teams.

• Excellent communication skills. (written & oral presentation)

• Ability to travel as necessary to support business.

• Travel 30%

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 loca