VP, Professional Services

Professional Services
200000L3 Requisition #

The Vice President, Professional Services will be responsible for growing and executing the delivery of services at the highest level of customer satisfaction for our large Global Accounts and Government clients. 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 VP is also responsible for developing and retaining talent, focused on both technical and customer service/consulting skills. The Vice President, 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
  • Oversee the process to get candidates interviewed, hired, and trained ensuring that the team is fully staffed and effective
  • This role may require frequent travel to meet with clients, work on strategic pipeline transactions, or to make presentations for clients, demand generation events, trade shows, when/where applicable
  • 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
  • Builds a positive working environment and ensures that all resources are recording their work in the systems of record and are executing their work in accordance with the process of record
  • The Vice President is the main executive business leader for all vendor technical interactions


Minimum Requirements:

  • Bachelor’s degree or higher in Business or Computer Science
  • 12+ 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 25% - 50%



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 ServiceSM 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 CloudTM, 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, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.  #LI-BH1

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