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Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Shape and oversee a portfolio of large, complex engagements or transformation programs.
- Own and foster senior-level client relationships and act as a trusted advisor to executive stakeholders.
- Deliver and oversee a portfolio of programs, including large & complex enterprise engagements.
- Foster delivery excellence, maintaining quality, timelines, budget, and client satisfaction, in line with industry project management standards (PMI, PRINCE2, etc).
- Schedule resources, set goals and priorities, execute change management, report project status, track and resolve issues and customer acceptance.
- Manage escalation issues and guide teams toward proactive risk mitigation.
- Lead the strategic and tactical planning for Customers in your region, in alignment with Customer Success and wider Genesys goals and strategy.
- Formulate, define and execute sales strategy, with Sales and other Genesys leadership, understanding customer business- and technical objectives and delivering solutions that drive those objectives.
- Articulate, present and negotiate customer proposals, including pricing negotiations.
- Create and execute Transformation Roadmaps for customers that deliver continuous incremental value at each step of the journey and support renewals and expansion within the account.
- Establish and manage a team of Services Engagement Directors (services sales reps), Project Managers and Customer Success Managers, within a fast-paced, results focused, high-performance environment.
- Drive and achieve PS sales & delivery objectives through bookings and orders and delivery.
- Build & negotiate financial proposals.
- Create & maintain accurate business forecasts, leveraging the appropriate systems.
- Establish and maintain quality relationships with customers, strategic partners and/or third-party providers, across business and technology domains.
- Establish and maintain a strong internal network at all levels within Genesys to enable you to achieve your goals.
Requirements
What you’ll need- 10+ years relevant experience in the IT consulting industry, ideally in the Customer Experience/Contact Centre, AI, Telecommunications and/or CRM markets.
- 8+ years of supervisory, management, or leadership experience.
- Strong technology consulting background, demonstrable experience of leading high-performing teams, influencing others and delivering value to customers
- Strong CSM & Professional Services knowledge and experience
- Experience in SaaS organizations, working with Cloud technologies, AI solutions and Digital Transformation and agile delivery methodologies are desirable.
- Strong leadership, interpersonal skills and presentation proficiency
- Fluency in French and English
- Proven leadership skills, including the ability to lead and develop a high-performing team.
- Ability to take the initiative, troubleshoot, build relationships, develop a team, solicit/gain support inside and outside of Customer Success.
- Ability to influence thinking or gain acceptance of others during negotiations or sensitive situations.
- Proven ability to work under pressure both within a team and on your own.
- Travel occasionally (up to 25%) to visit your team and customers within your region, or occasionally to internal company events globally.
Benefits
Comp & perks- paid volunteer time
- August Free Fridays
- well-being resources
- regionally tailored programs for employees and their families
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Project Management StandardsChange ManagementSales Strategy FormulationFinancial Proposal NegotiationDigital TransformationAgile Delivery MethodologiesRisk MitigationBusiness ForecastingCustomer Relationship ManagementTeam Development
Soft Skills
Interpersonal SkillsPresentation ProficiencyInfluencing SkillsInitiative TakingTroubleshooting