Senior Director, Professional Services

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 Overview:

As a Senior Director in Professional Services you are responsible for leading complex delivery programs with high visibility, building executive relationships with our clients to develop and manage new business opportunies, and generating revenue growth aligned to our organization's goals. This role requires a visionary leader with proven examples developing partnerships with clients that align to mutually beneficial outcomes. In other words, you will be asked to leveage your pyschological and business acumen to resolve complex escalations, design and execute processes and minimize future disruptions for successful delivery journeys and on-going adoption of our products.

Strategic responsibilities (highlights):

Team Leadership & Development

• Lead and mentor your team and those aligned in a matrix capacity.

• Drive organizational excellence through best practices and process improvements.

• Create and maintain a high-performance culture focused on client success.

• Communicate across the matrixed team and directly with the client executives to ensure alignment on solution path.

Business Strategy & Growth

• Define and execute delivery led strategies that drive client value and revenue growth.

• Partner with executive leadership to align Professional Services strategies with global company objectives.

• Lead strategic business opportunity identification and development within the assigned client projects.

• Drive innovation in service delivery methods and client engagement models to ensure continuous improvement and migration success.

Client Success & Relationship Management

• Own executive-level client relationships and strategic account planning

• Guide the team in creating and delivering high-impact Professional Services engagements.

• Ensure consistent delivery of exceptional client experiences.

• Drive client adoption, retention, and expansion initiatives.

• Participate in strategic quarterly business reviews with key clients.

Cross-Functional Leadership

• Collaborate with Sales, Product, and Customer Success leadership to ensure alignment.

• Partner with Delivery Manager on resource planning and delivery excellence

• Drive cross-functional initiatives to improve client outcomes.

• Contribute to product strategy and roadmap planning from a service perspective.

Required Qualifications

• 8+ years of progressive business experience.

• 5+ years of people management experience in a matrix management environment

• Track record of driving delivery led programs and new opportunities in the seven-figure range.

• Proven track record of building and scaling successful client-facing teams.

• Executive presence and exceptional communication skills

• Experience in enterprise software/SaaS professional services.

• Track record of driving delivery led programs and new opportunities in the seven-figure range.

• Background in consulting or professional services leadership

• Experience with change management and organizational transformation.

• Travel up to 25% annually, North America.

Impact & Success Metrics:

• Revenue growth and profitability targets

• Client satisfaction and retention rates

• Services delivery excellence measures

• Innovation and process improvement outcomes

• Employee engagement and retention

#LI-REMOTE

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.  

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 following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.