Service Engagement Director

locations
- Frankfurt, Germany
- time type
- Full time
- posted on
- Posted Today
- job requisition id
- JR106839
- 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.
- SED
- 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.
- Evergreen requisition: Service Engagement Director_
- Note: By submitting your resume you will be considered for similar upcoming opportunities in Genesys. When a job opens that fits your background, we will reach out and provide you with further details._
- A Services Engagement Director for Professional Services provides leadership in identifying strategic business opportunities for the organization to generate revenue and achieve sales objectives. This position requires a person who could recognize opportunities and engage in services scoping and estimation exercises. Person should also have sales skills to successfully negotiate and close deals.
- What You’ll Do:

- The Services Engagement Director is responsible for implementing Professional Services business development strategy, identifying new business opportunities, maintaining key relationships, build Statement of Works and negotiating and closing 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 primary responsibilities for this role include (but are not limited to):

- Client Relationship Management
- Cultivate trusted, long-term partnerships with customers, serving as a strategic advisor who aligns service & Genesys offerings to their evolving business goals.
- Anticipate customer needs and proactively drive initiatives to enhance their experience and maximize the value they derive from Genesys solutions & Services.
- Strong interpersonal and communication skills to build, maintain, and deepen client relationships.
- Strategic Account Planning
- Develop and execute joint success plans with customers, outlining key milestones, metrics, and success criteria tied to their strategic goals.
- Experience in collaborating with Sales and Customer Success teams to identify new opportunities within existing accounts.
- Skilled in preparing and presenting account plans, progress updates, and strategic recommendations.
- Ability to communicate progress, success stories, and areas of improvement in executive business reviews both internal & with customer.
- Business and Financial Acumen
- Understanding of financial principles, including budget management, Professional Services bookings / revenue forecasting, and P&L responsibility - managing healthy project sales margins balancing resource costs, expenses, external payments etc.
- Proficiency in creating and managing financial plans, pricing strategy and head count forecasts.
- Collaborate with Customer Success Managers to identify risks and opportunities for upsell or cross-sell, ensuring engagement strategies align with revenue goals.
- This role shall have KPIs for achieving Individual PS Bookings Target and Customer Renewal / Retention rates.
- Technical Knowledge
- Familiarity with the technical aspects of the product or service offering for Genesys Cloud and SaaS Business Model.
- Ability to understand and communicate technical requirements and solutions effectively to both technical and non-technical stakeholders.
- Contract and