Services Engagement Director at GENESYS CLOUD SERVICES INC

Zaventem, Flanders, Belgium -

Full Time

Start Date

Immediate

Expiry Date

01 Apr, 26

Salary

0.0

Posted On

01 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Sales, Leadership, Interpersonal Skills, Presentation Skills, Communication Skills, Relationship Management, Project Management, Negotiation, Cloud Solutions, SaaS, Business Development, Customer Success, Financial Acumen, Market Knowledge, Technical Understanding, Trust Building

Industry

Software Development

Description

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. Job Title: Services Engagement Director Department & Team: Customer Success & Services Location: Netherlands About the Role: 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 the Nordic region, remote-based (with visits to Customers in the region and our office in Stockholm). As a Service Engagement Director, you will show expertise in identifying strategic business opportunities for the organization and achieving healthy business growth in region. This position requires a person who can lead from the front in recognizing opportunities, along with sales experience and strong 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. 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. Positions in this job family provide high-level relationship management with clients receiving fee-for-service consulting services throughout the engagement from proposal and project definition, through to the delivery of a Genesys professional services solution. Activities include: - Driving the bidding process for large, complex proposals including service solutions and solution design consulting; - Managing the bid submission process from initial contact through contract signing; - Validating/endorsing the technical solution; - Planning and securing the necessary resources for successful delivery; - Monitoring active solution implementation to ensure delivery excellence and customer satisfaction; - Managing risks and acting as escalation point for troubleshooting and addressing challenging client situations; - Ensuring a smooth and complete service/project completion. Expectations for this job profile are typically as follows: - Implement strategic goals established by functional leadership, and creates operational plans to achieve these goals. - Work on significant issues that require conceptual thinking and understanding to solve. - Create networks with both senior leaders and junior individual contributors, providing thought leadership for the organization in their specific area. - Responsible for managing project initiatives of strategic importance to the organization. Key Responsibilities Pursue professional services sales leads and prospective clients. Generate a pipeline of services orders to attain financial objectives Understands key business challenges and required outcomes for customers and effectively articulate the value proposition of Genesys CSS. Effectively utilizes and maintains CRM including the maintenance and expansion of your prospect database, opportunities and activities. 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, education sales a plus Excellent ability to build relationships - internally and externally Strong leadership, interpersonal and presentation proficiency, and excellent written and verbal communication skills Proven success in sales - lead generation, and relationship management. Able to influence thinking or gain acceptance of others in sensitive situations Capable of accurate working, often to tight deadlines, and handling multiple simultaneous requests, prioritizing the workload to suit. Experience in Commercial or legal documentation creation Good understanding of accounting concepts related to P&L and balance sheet Demonstrated sophisticated skills in business modelling and valuation Experience in conducting and coordinating financial and legal due diligence Language skills: Fluent in English and Dutch, other languages an added value! If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. Want to join Genesys but don’t see a role that matches your skills right now? Join our Talent Community! You’ll receive Genesys updates and job openings Sign up here. If a Genesys employee referred you, please use the link they sent you to apply. Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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Responsibilities

The Services Engagement Director will oversee Services Sales objectives and customer relationships in the Nordic region, driving business growth and managing complex proposals. This role involves collaborating with sales teams, maintaining client relationships, and ensuring project delivery excellence.