Senior Services Engagement Director

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🐊 Florida, Kentucky, +5 more states – Remote

🐊 Florida – Remote 🐎 Kentucky – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🍂 Massachusetts – Remote 🎸 Tennessee – Remote 🍑 Georgia – Remote

💵 $129.6k - $228k / year

⏰ Full Time

🟠 Senior

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Own the end-to-end Professional Services strategy across a defined portfolio of complex enterprise accounts, driving services revenue, customer value, and long-term Genesys platform adoption • Build and expand a high-quality services pipeline that accelerates deal progression and creates sustainable revenue growth across strategic accounts • Lead complex services engagements connecting consulting, implementation, cloud migration, modernization, and optimization solutions to customer business priorities and measurable outcomes • Design and position outcome-driven proposals demonstrating measurable value across AI-powered customer experience, automation, analytics, and orchestration initiatives • Drive alignment across Sales, Professional Services, Customer Success, and Delivery teams • Influence commercial strategies and negotiate complex services agreements • Guide enterprise customers through complex AI-enabled transformation programs • Navigate ambiguity and complex customer environments to identify risks, develop solutions, and influence decisions • Ensure alignment between services commitments and delivery execution • Expand the services footprint within existing accounts through optimization, modernization, innovation, and AI enablement opportunities • Build and strengthen executive relationships supporting customer retention, account growth, and continued Genesys platform investment • Apply expertise in AI-enabled customer experience, CCaaS, cloud transformation, competitive dynamics, and emerging technologies • Enable customers to adopt new Genesys capabilities and services offerings • Serve as a trusted advisor to customers and internal stakeholders on complex Professional Services opportunities and enterprise transformation initiatives

🎯 Requirements

• 10+ years of relevant experience in enterprise SaaS, cloud technology, consulting, or Professional Services, including 5+ years of experience selling, shaping, or leading complex Professional Services engagements within enterprise customer environments • Demonstrated success selling complex, multi-stakeholder Professional Services solutions within large enterprise environments • Proven track record of independently owning, developing, and closing services-driven revenue opportunities across large, strategic customer accounts • Strong experience supporting complex cloud transformation initiatives, including migration, modernization, optimization, and enterprise adoption programs • Strong background in CCaaS, customer experience platforms, cloud software, Professional Services, or adjacent enterprise technology domains • Clear understanding of how Professional Services contribute to customer adoption, value realization, retention, platform expansion, and recurring revenue growth • Strong account planning, opportunity management, commercial judgment, and negotiation capabilities, including experience navigating complex enterprise commercial discussions • Demonstrated ability to engage senior and executive stakeholders, communicate business value, and influence strategic decisions across complex organizations • Demonstrated ability to operate independently, exercise sound judgment, and develop solutions in complex or ambiguous customer and business environments • Consistent history of developing pipeline and expanding revenue opportunities within existing enterprise accounts • Experience navigating long, complex enterprise sales cycles involving multiple business, technical, commercial, and executive stakeholders • Demonstrated ability to influence and align cross-functional stakeholders without direct authority • Ability and willingness to travel up to 50 percent • Preferred: Experience with AI-driven platforms or solutions within customer experience, CCaaS, SaaS, or enterprise software environments • Preferred: Familiarity with data-driven transformation initiatives involving analytics, automation, orchestration, or AI-enabled customer experiences • Preferred: Experience collaborating across global, cross-functional teams and navigating complex stakeholder environments • Preferred: Strong understanding of enterprise transformation frameworks, customer success methodologies, and services-led value realization • Preferred: Experience serving as a strategic advisor to enterprise customers on technology transformation, adoption, or business-value initiatives

🏖️ 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 • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families • Mentorship, learning programs, leadership development and education support

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