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Service Engagement Director

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Genesys

22d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Sales & Business Development
  • Madrid
  • Quick Apply

AI generated summary

  • You need 12+ years of experience, sales skills in professional services, and fluency in English and Spanish. Project management experience and Genesys knowledge are preferred.
  • You will develop client partnerships, drive service initiatives, manage business development, ensure project profitability, execute account plans, and lead cross-functional teams to enhance customer satisfaction.

Requirements

  • Minimum of 12 years of related experience with a Bachelor’s degree or 8 years with a Master’s degree.
  • Experience in a Sales Role preferably Professional Services Sales.
  • Experience in Genesys Contact Center Solution Portfolio.
  • Good to Have - Project Management Delivery or Customer Success Management experience.
  • Project Management Experience in Contact Center / Customer Experience projects over 5 years is good to have and the role would also suit an experienced project/program manager wishing to move into a more commercially focused role.
  • Fluent in English and Spanish.
  • Ability to work effectively both individually and with a team.
  • Strong leadership, interpersonal and presentation skills and excellent written and verbal communication skills.
  • Proven success in sales leads generation, acquisitions, and relationship management.
  • Able to influence thinking or gain acceptance of others in sensitive situations.
  • Positive attitude and high willingness to learn and share knowledge with coworkers.
  • Travel up to 25% to customers and deliver presentations.
  • Genesys solutions knowledge will be a plus.

Responsibilities

  • The Services Engagement Director is responsible for implementing Professional Services business development strategy, identifying new business opportunities, maintaining key relationships, build Statement of Works and negotiating and closing 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 primary responsibilities for this role include (but are not limited to):
  • Cultivate trusted, long-term partnerships with customers, serving as a strategic advisor who aligns service & Genesys offerings to their evolving business goals.
  • Anticipate customer needs and proactively drive initiatives to enhance their experience and maximize the value they derive from Genesys solutions & Services.
  • Strong interpersonal and communication skills to build, maintain, and deepen client relationships.
  • Develop and execute joint success plans with customers, outlining key milestones, metrics, and success criteria tied to their strategic goals.
  • Experience in collaborating with Sales and Customer Success teams to identify new opportunities within existing accounts.
  • Skilled in preparing and presenting account plans, progress updates, and strategic recommendations.
  • Ability to communicate progress, success stories, and areas of improvement in executive business reviews both internal & with customer.
  • Understanding of financial principles, including budget management, Professional Services bookings / revenue forecasting, and P&L responsibility – managing healthy project sales margins balancing resource costs, expenses, external payments etc.
  • Proficiency in creating and managing financial plans, pricing strategy and head count forecasts.
  • Collaborate with Customer Success Managers to identify risks and opportunities for upsell or cross-sell, ensuring engagement strategies align with revenue goals.
  • This role shall have KPIs for achieving Individual PS Bookings Target and Customer Renewal / Retention rates.
  • Familiarity with the technical aspects of the product or service offering for Genesys Cloud and SaaS Business Model.
  • Ability to understand and communicate technical requirements and solutions effectively to both technical and non-technical stakeholders.
  • Expertise in contract management, including scope definition, pricing, SLAs, and change orders.
  • Skilled in negotiating terms and conditions to achieve a balance between customer satisfaction and company profitability.
  • Experience in risk management, with a focus on identifying potential contract risks and implementing mitigation strategies.
  • Strong analytical skills to diagnose issues, develop innovative solutions, and proactively address client needs.
  • Skilled in making data-driven decisions to optimize service delivery and enhance client satisfaction.
  • Excellent verbal and written communication skills to convey complex ideas clearly and persuasively to clients and internal stakeholders.
  • Skilled in preparing and delivering presentations, status reports, and executive summaries.
  • Experience in communicating effectively with executive leadership, including C-level executives.
  • Oversee the delivery of complex service engagements, ensuring alignment with customer success metrics and desired business outcomes.
  • Experience in coordinating cross-functional teams and managing the delivery of services on time and within budget.
  • Familiarity with project management methodologies (e.g., Agile, Waterfall) and tools like MS Project, JIRA etc.
  • Strong commitment to customer satisfaction, with an emphasis on delivering value and exceeding expectations.
  • Ability to align service delivery with clients’ long-term goals and objectives, focusing on outcomes and results.
  • Skilled in gathering and acting on client feedback to continuously improve service delivery.
  • Proven experience in managing and mentoring project managers, consultants, and other team members.
  • Ability to inspire teams, set clear objectives, and ensure alignment with company goals and client expectations.
  • Skilled in fostering a collaborative work environment, encouraging knowledge sharing, and developing team members.

FAQs

What is the location for the Service Engagement Director position?

The position is based in Madrid, with flexible work options.

What type of employment is offered for this role?

This is a full-time position.

What are the primary responsibilities of a Service Engagement Director?

The primary responsibilities include client relationship management, strategic account planning, business and financial acumen, technical knowledge, contract and negotiation skills, problem solving and critical thinking, communication and presentation skills, project and program management, customer-centric mindset, and leadership and team management.

What qualifications are required for this role?

Candidates should have a minimum of 12 years of related experience with a Bachelor’s degree, or 8 years of experience with a Master’s degree. Experience in a sales role, preferably in Professional Services Sales, is also required.

Is experience with Genesys solutions necessary for this role?

Yes, experience with the Genesys Contact Center Solution Portfolio is required.

What languages are required for this position?

Fluency in English and Spanish is required.

Is there a travel requirement for this role?

Yes, travel up to 25% to customers may be required.

What skills are emphasized for this position?

Strong leadership, interpersonal and presentation skills, excellent written and verbal communication skills, and the ability to influence others in sensitive situations are emphasized.

What type of candidates does Genesys look for?

Genesys looks for candidates with a positive attitude, a high willingness to learn, share knowledge with coworkers, and proven success in sales leads generation, acquisitions, and relationship management.

How does Genesys treat equal opportunity employment?

Genesys is an equal opportunity employer committed to equity in the workplace, evaluating qualified applicants without regard to protected characteristics.

Orchestrating billions of remarkable experiences in more than 100 countries – through cloud, digital and AI technology.

Technology
Industry
5001-10,000
Employees
1990
Founded Year

Mission & Purpose

Genesys empowers more than 8,000 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, while driving stronger workforce engagement, efficiency and operational improvements.