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 6000 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.

We are seeking a highly experienced leader for the role of Senior Director of Professional Services to lead Sales and Delivery of our Professional Services business as part of the Customer Success organization based in Milan.

This person is responsible for Professional Services business development and delivery leading their team to identify sell and deliver strategic services opportunities for the organization generate revenue and achieve Professional Services sales objectives to drive value for their customers. Working with the account teams you and your team willimplement Professional Services business development strategy identify new business opportunities createand maintain key customer and partner relationshipsand negotiateand closebusiness deals. As part of the Customer Success organization you will play a leadership role in driving adoption and growth at key customers within the region.

You will build a culture of proactive programmatic customer-centric execution overseeing the day-to-day delivery of all customer projects in your region and supporting your team to track project status and profitability manage project resources (people budget scope time) manage client expectations and leverage best practice sales and delivery techniques to deliver your business goals.

You will be responsible for hiring developing and retaining talent as well as performance management and will lead a team of Project Managers and Services Engagement Directors (services sales reps) developing a high-performance culture within the team.

You will directly engage with the Sales teams and other Genesys functions at all levels locally and in other geographies to achieve your objectives and drive customer success

You will engage with senior stakeholders and executives to align business priorities drive innovation and ensure measurable value realization.

You will serve as the senior Genesys leader embedded in specific accounts responsible for partnership success and transformation outcomes.

You will turn your customers into champions and advocates through strong relationships and measurable success.

This role is results-driven and would suit someone with a strong technology consulting or customer success leadership background with demonstrable experience of leading high-performing project teams influencingothers and delivering strong results.

Experience in SaaS organizations working with Cloud technologies AI solutions and agile delivery methodologies and delivering Enterprise Digital Transformation are desirable.

Italian Spanish & English languages are highly desirable.

Key Responsibilities:

Client & Engagement Leadership

Shape and oversee a portfolio of large complex engagements or transformation programs.

Own 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 change management reporting project status tracking and resolving issues and customer acceptance.

Manage escalation issues and guide teams toward proactive risk mitigation.

Business Development & Growth

• Lead the strategic and tactical planning for Professional Services in your region in alignment with Professional Services Customer Success and Genesys goals and strategy.

Formulate define and execute sales strategy with Sales and Customer Success 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

Demonstrate thought leadership and continuously innovate to grow your business and achieve your goals

People Leadership & Talent Development

• Establish and manage a team of Services Engagement Directors (services sales reps) and Project Managers within a fast-paced results focused high-performance environment ensuring the team receives continued training and development.

Foster a culture of continuous learning and performance excellence.

Conduct performance evaluations and guide career progression for your team.

Collaborate closely with other functions across Genesys including Go-To-Customer Account Teams Product Operations Marketing Product Support and Education to achieve your Professional Services and wider Customer Success goals.

Operational & Financial Management

• Drive and achieve sales objectives through bookings and orders.

• Achieving profitability goals by providing effective high-quality delivery services.

• Building & negotiating financial proposals.

• Create & maintain accurate business forecasts leveraging the appropriate systems.

Stakeholder & Ecosystem Management

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.

Minimum Requirements:

Essential

• 10 years relevant experience in the IT consulting industry ideally in theCustomer Experience/Contact Centre AI Telecommunicationsand/or CRM markets.- 8 years of supervisory management or leadership experience.

- Strong technology consulting background demonstrable experience of

leading high-performing teams influencingothers and delivering value to

customers.

- Experience in SaaS organizations working with Cloud technologies AI solutions and Digital Transformation and agile delivery methodologies are desirable.

- Strong leadership interpersonalskillsand presentation proficiency withexcellent written and verbal communication skillsin local language (Italian) Spanish and English

Proven IT Project Management experience including budgeting of complex solutions

Demonstrated understanding of computer architecture open systems products (hardware and software) project management tools and methodologiesin Customer and/orProfessional Servicesorganizations

• Strong management skills including the ability to lead and develop a team of project managers and consultants

• Ability to take the initiative troubleshoot build relationships develop a team solicit/gain support inside and outside of Professional Services.

• Able to influence thinking or gain acceptance of othersduring negotiations orsensitive situations

• Proven ability to work under pressure both within a team and on your own.

Computer literate in the use of MSOffice MS Project or similar word processing spreadsheet presentationand project control tools.

Travelregularly(up to 50%) to visit your team and customers within your region or occasionally to internal company events globally.

Desirable

• Bachelors degree or higher in Business Engineering or Computer Science.

• Project Management Certification e.g. Prince2 PMI.

• Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level that you are able to discuss simple solutions.

• Excellent written and verbal communication skills in Italian and English.

• Experience in sales and delivery of AI solutions

Ability to work fluently in Italian & English languages.

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

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

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