Professional Services
210000AE Requisition #

The Financial Services vertical is one of the fastest growing verticals at Genesys. This is a role for a high energy executive looking to be part of a high performing and fast growing cloud business. 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 Financial Services and Insurance accounts within 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. Prior experience managing large financial and insurance customers is highly desirable.

Key Responsibilities:

  • Responsible for driving and achieving sales objectives through bookings and orders
  • Building and maintaining relationships with C-level executives with customers and partners in the government vertical
  • Provide leadership in all areas including discovery, estimating, delivery, and support. Align resources to meet company goals for revenue and margin attainment
  • Delivery of projects within budgeted hours while maintain high customer satisfaction scores
  • Direct teams to effectively and quickly onboard new customers
  • Responsible for the development and maintenance of relationships with our key vendor technical managers/executives
  • 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
  • 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
  • Hands-on experience selling, delivering and supporting large projects and programs with financial services based accounts
  • Demonstrated ability to lead and develop a team of geographically diverse managers
  • 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% - Post COVID


•    Medical, Dental, and Vision Insurance
•    Telehealth coverage
•    Flexible work schedules and work from home opportunities
•    Development and career growth opportunities
•    Open Time Off
•    401(k) matching program
•    Adoption Assistance 
•    Infertility treatments

See more Genesys benefits information at https://mygenesysbenefits.com/

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.

About Genesys:
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Serviceā„  so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, genetics, disability, veteran status, and other protected characteristics. #LI-TL1

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