Vice President, Product Support

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.  

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.

Are you an accomplished Product Support Executive, interested in working for a 5000+ employee global software company with a talented Product Support team, that is committed to delivering incredible customer experiences and leading the experience as a service movement? If so, this is the role for you.

At Genesys we are ushering in a new era of consumer hyper-personalization leveraging our Cloud, AI and 3B+ daily interactions with consumers. It is a time of exciting change at Genesys as we evolve into the Experience as a Service company and transform our Product Support function.

What this role is:

You will lead a global team of dedicated Product Support specialists who are focused on resolving complex issues reported by our Genesys customer and partner base. We have very strong relationships with our peer organizations in Professional Services, Customer Success Management, Technical Account Management, Sales and the multiple Business Units we support, and these need to be well managed. We are one team, with aligned priorities, and need to ensure collective success! The responsibilities for this role include leading and developing your global staff, organizational planning and development, supporting the annual budgeting process and managing within the budget, and the development of strategic and tactical plans that ensure the appropriate experience is delivered to our customers and partners. We are very focused on KPI’s and need to ensure the establishment, maintenance and evolution of the right set of metrics that promote the highest quality of service being delivered.

What this role isn’t:

This is not a behind the scenes role. We are looking for a hands-on leader who will roll up their sleeves and engage. You will be an active business partner both internally within the Product Support organization as well as broadly throughout Genesys. You will work directly with our customers and partners when the need arises. Having a strong customer and partner focus, with experience at interacting at the Director and C-Level will be invaluable experience.

What you’ll bring to the table:

We are looking for someone with experience in Cloud-based delivery models for a global SaaS company. You must possess fantastic people skills as we need someone to lead, listen and partner, fully understand the issues at hand, is able to dig in and identify root cause opportunities. You must also have attention to detail, customer service, ability to multitask with an innovative mindset in conjunction with a sense of creativity will drive you to succeed in the Genesys fast paced and dynamic environment.

Some additional details about what you’ll do:

• Ensure that the appropriate customer experience, business processes/metrics, and staffing are in place to meet evolving customer needs and expectations

• Help define and build an organisation that excels in Customer Experience, Employee Programs, and Operational Efficiency

• Help define, design and implement Cloud-focused offers

• Professionally handle critical customer and executive engagements to ensure that Genesys is represented in the most positive manner at all times

• Coach and lead cross-functional teams on setting objectives, project/program planning, and successful execution

• Participate and represent Genesys Product Support during pre-sales cycles and RFP responses

Minimum requirements:

• You should have a degree. But we value experience more. A lot of it. You will need at least 10 years of relevant experience

• You must be a good communicator, partner, influencer and be committed to customer service

• Skilled developer of talent with a history of driving high performance cultures

• Experience with a fast-paced, agile and accountable organization

• Ability to travel to key Genesys offices as needed (once it is deemed safe to do so)

• Excellent program management, time management, and prioritization skills to deliver on multiple priorities

• Experience in Cloud Based delivery models

• Demonstrated success in implementing innovative value-add services and relationship management to Customers and Partners

• Experience working with multi-national business cultures and global teams

• Ability to build consensus, trust, and relationships with internal and external stakeholders

• Proficient at identifying areas for improvement in processes, tools, techniques and the ability to follow through on implementing these improvements

• Confident engaging at Director and C-level

• Ability to stay calm and operate effectively under stress

Market competitive salary with an anticipated base compensation range of $183,950.00 - $361,050.00. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location

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:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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.