Services Engagement Director

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 6,000 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.

Job Description

Job Title: Service Engagement Director 
Department & Team: Customer Success & Services, PS Iberia 
Reports to: PS Regional Manager, Iberia
Location: Madrid (Flexible) 

Summary: 

This role opens opportunities for candidates based in Madrid.  

A Services Engagement Director for Professional Services provides leadership in identifying strategic business opportunities for the organization to generate revenue and achieve sales objectives. 

This position requires a person who has the ability to recognize opportunities, along with the sales experience to successfully negotiate and close deals. 

What You’ll Do: 
 
The Services Engagement Director is responsible for implementing Professional Services business development strategy, identifying new business opportunities, maintaining key relationships, building Statements of Work and negotiating and closing business deals. This position will have quarterly financial targets (bookings and project profitability) that must be met in order for the organization to attain projected revenue and build consulting services backlog.  

NOTE: Although titled Director, this is a hands-on individual contributor role with direct accountability for Professional Services bookings, deal execution, and customer outcomes, not a regional or department manager

Key Responsibilities:

 
The primary responsibilities for this role include (but are not limited to): 

• Client Relationship Management

• Cultivate trusted, long-term partnerships with customers, serving as a strategic advisor who aligns service & Genesys offerings to their evolving business goals.  
• Anticipate customer needs and proactively drive initiatives to enhance their experience and maximize the value they derive from Genesys solutions & Services.  
• Strong interpersonal and communication skills to build, maintain, and deepen client relationships.  

• Strategic Account Planning

• Develop and execute joint success plans with customers, outlining key milestones, metrics, and success criteria tied to their strategic goals.  
• Experience in collaborating with Sales and Customer Success teams to identify new opportunities within existing accounts.  
• Skilled in preparing and presenting account plans, progress updates, and strategic recommendations.  
• Ablity to communicate progress, success stories, and areas of improvement in executive business reviews both internal & with customer.   

• Business and Financial Acumen

• Understanding of financial principles, including budget management, Professional Services bookings / revenue forecasting, and P&L responsibility – managing healthy project sales margins balancing resource costs, expenses, external payments etc.   
• Proficiency in creating and managing financial plans, pricing strategy and head count forecasts.    
• Collaborate with Customer Success Managers to identify risks and opportunities for upsell or cross-sell, ensuring engagement strategies align with revenue goals.  

• Technical Knowledge

• Familiarity with the technical aspects of the product or service offering for Genesys Cloud, AI Technologies and SaaS Business Model.   
• Ability to understand and communicate technical requirements and solutions effectively to both technical and non-technical stakeholders.  

• Contract and Negotiation Skills

• Expertise in contract management, including scope definition, pricing, SLAs, and change orders.  
• Skilled in negotiating terms and conditions to achieve a balance between customer satisfaction and company profitability.  
• Experience in risk management, with a focus on identifying potential contract risks and implementing mitigation strategies.  

• Problem Solving and Critical Thinking

• Strong analytical skills to diagnose issues, develop innovative solutions, and proactively address client needs.  
• Skilled in making data-driven decisions to optimize service delivery and enhance client satisfaction.  

• Communication and Presentation Skills

• Excellent verbal and written communication skills to convey complex ideas clearly and persuasively to clients and internal stakeholders.  
• Skilled in preparing and delivering presentations, status reports, and executive summaries.  
• Experience in communicating effectively with executive leadership, including C-level executives.  

• Project and Program Management

• Oversee the delivery of complex service engagements, ensuring alignment with customer success metrics and desired business outcomes.  
• Experience in coordinating cross-functional teams and managing the delivery of services on time and within budget.  
• Familiarity with project management methodologies (e.g., Agile, Waterfall) and tools like MS Project, JIRA etc.  

• Customer-Centric Mindset

• Strong commitment to customer satisfaction, with an emphasis on delivering value and exceeding expectations.  
• Ability to align service delivery with clients’ long-term goals and objectives, focusing on outcomes and results.  
• Skilled in gathering and acting on client feedback to continuously improve service delivery.  

• Leadership and Team Management

• Proven experience in managing and mentoring project managers, consultants, and other team members.  
• Ability to inspire teams, set clear objectives, and ensure alignment with company goals and client expectations.  
• Skilled in fostering a collaborative work environment, encouraging knowledge sharing, and developing team members.  

Requirements

• Degree qualified in computer technology, or related technical discipline, or equivalent professional technical experience 

• 15+ years in a business setting with at least eight years of experience in customer-facing sales within a business solutions telecommunications environment 

• Experience in a Sales Role preferably Professional Services Sales.  

• Project Management Experience in Contact Center / Customer Experience projects over 5 years is good to have, and the role would also suit an experienced project/program manager wishing to move into a more commercially focused role 

• PMP, PRINCE2, Six Sigma, Lean Process or other methodology and Project Management Certification preferred 

• Fluent in English and Spanish. Italian or