Director, Professional Services

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.

Summary:

The Director, Professional Services within Genesys Customer Success and Services (CSS) is responsible for leading a team of project managers and providing overall delivery leadership, oversight, and governance of Genesys-related Professional Services engagements.

 

Responsibilities / Job Duties

·         Provide guidance, oversight, coaching, and mentorship to project managers, ensuring they have the right level of technical, interpersonal, and project mgmt. skills, and that they achieve high utilization and high customer satisfaction scores

·         Provide hands-on delivery leadership of assigned projects, taking proactive steps to mitigate technical and other project risks, managing and resolving customer escalations, and engaging with the Products and Support organizations as necessary to alleviate costly escalations

·         Build strong relationships with key customers and sponsors of Professional Services engagements, maintaining a regular cadence, attending on-site sessions, and ensuring a high level of communication to manage perceptions and ensure customer alignment and support

·         Prioritize issues effectively, and escalate potential technical or project risk in projects to ensure senior executives have needed visibility into key accounts and projects

·         Consult with new customer prospects in the sales process to provide input and direction for upcoming complex engagements. Work upstream with sales and SEDs to ensure new SOWs are written with the right clarity and language to ensure smooth project delivery

·         Track team efficiency, allocation, assignment, project status while promoting margin health through staffing decisions to aid in project profitability.

·         Coordinate project resources, manages sales and client expectations, and leverage project experience throughout the team to ensure projects are delivered on-time and on-budget and within expectations

·         Actively drive client relationships and seek other opportunities in the account promoting Genesys Cloud delivery capabilities.

 

Qualifications:

·         College/BA or BS degree with focus on technology, business or related field

·         Proven years of experience designing, building, and/or deploying complex CCaaS solutions, bonus if experienced with Genesys Cloud solutions

·         2-3 years in a technical delivery manager role, preferably with at least 4-6 direct reports. Alternatively, 5+ years as a Project Manager with a track record delivering high quality engagements

·         Experience must include work within the consulting and/or professional services arena aligned to CCaaS cloud technologies.

·         Excellent business communication skills, including escalation management and information presentation.

·         Ability to manage multiple projects in a fast-paced environment with tight deadlines.

·         Understanding of business processes and transformation and how they relate to customer experience technology.

#LI-CP1 #LI-Remote #LI-Hybrid #LI-Onsi

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.  

$136,250.00 - $267,350.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the