Senior Director, Professional Services

Professional Services
190000VL Requisition #
1321 Total Views

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 a defined region of North America. 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 of Project Managers 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:

  • Delivery of projects within budgeted hours while maintain 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 the development and maintenance of 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 main executive resource for customer satisfaction issue resolution related to Services engagements.
  • Manage a team of Project Managers; 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:

  • 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 to technical teams.
  • Strong management skills including the ability to lead teams.
  • Excellent communication skills. (written & oral presentation)
  • Ability to travel as necessary to support business.
  • Travel 30% - 50%

About Us:


Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via, Twitter, Facebook, YouTube, LinkedIn, and the Genesys blog.


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. #LI-BJ1


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