Senior Director Professional Services

vor 5 Monaten

Frankfurt am Main, Deutschland Genesys Vollzeit

Genesys empowers more than 7,500 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.

Job Summary:
The Senior Director, Professional Services will be responsible for growing and executing the delivery of services; while providing the highest level of customer satisfaction for our large Global Accounts within the DACH region. This role is a results-driven position, driving growth in a diverse Professional Services organization, accountable for Services Revenue, Services Gross Profit, and Customer Satisfaction. The Senior Director will lead a team and will be responsible for developing and retaining talent. In addition, the Senior Director, Professional Services will directly engage with members of the sales team, leaders in other departments, leaders of business units in other geographies, and with customers, and prospects.

Key Responsibilities:

- Team guidance to ensure projects are delivered within Budget while maintaining high customer satisfaction scores.
- Responsible for driving and achieving sales objectives through bookings and orders.
- Provide leadership in all areas, including discovery, estimating, delivery, and support. Align resources to meet company goals for revenue and margin attainment.
- Direct teams to effectively and quickly onboard new customers.
- Responsible for developing and maintaining relationships with our key vendor technical managers/executives.
- Responsible for achieving company goals related to hardware/professional services revenue and margin.
- Formulate, define and execute sales strategy with the Sales Directors, understanding customer business drivers and technical drivers.
- Monitor performance, customer feedback, and customer satisfaction relative to our employee interaction with our customer base.
- Monitor and report on utilization and billable time.
- Serve as the main executive resource for customer satisfaction issue resolution related to Services engagements.
- Manage a team, ensuring appropriate staffing levels are maintained and the team receives continued training and development.
- Provide management direction and mentoring on key customer deals to both the sales and services leadership teams.
- Work closely with other business units to provide consistency across all teams.
- Communicates goals and objectives and gathers and incorporates feedback from direct and indirect resources to ensure a clear understanding of expectations.

Minimum Requirements:

- Fluent German and English are mandatory requirements (written & oral presentation)
- Having extensive knowledge and experience with the DACH market is mandatory
- Bachelor’s degree or higher in Business or Computer Science.
- 10+ years of hands-on Professional Services experience.
- 8+ years of supervisory, management, or leadership experience.
- Demonstrated ability to lead and develop a team of geographically diverse managers.
- Quick problem-solving and decision-making.
- Self-motivated with efficient time management.
- Detail oriented.
- Ability to gather relevant facts and develop and successfully pursue revenue opportunities.
- Ability to communicate directly with technical teams.
- Strong management skills including the ability to lead teams.
- Ability to travel as necessary to support business.
- Travel 30% - 50%

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


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