Cyara jobs - 270 jobs

Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world's leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments-testing AI agents with AI agents to catch what scripts can't. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale. Interested to find out more about us? Check out: ************* Cyara's Diversity, Equity, Inclusive and Belonging Statement: At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success. Cyara's Values Statement: At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone-we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive. The Goal: Drive and Close New Business As an Account Executive - North America New Logo, you will be laser-focused on identifying, engaging, and closing new business opportunities. You'll be responsible for executing a strategic sales plan, engaging key decision-makers, and driving revenue growth by positioning Cyara's solutions as the go-to CX Assurance Platform. The ideal candidate for this role would be located in either Pacific or Mountain time zones. You will be responsible for: Own the full sales cycle from prospecting to close, focusing on net new business acquisition. Develop and execute a structured territory and account plan to consistently exceed quota. Identify and engage the right buyers, including C-suite and senior decision-makers, within target organizations. Conduct high-impact discovery calls and presentations to articulate Cyara's value proposition and competitive differentiation. Leverage multi-channel outreach strategies, including outbound calls, emails, and social selling, to generate high-quality opportunities. Build and maintain a strong pipeline, ensuring accurate forecasting within a 10% +/- margin. Effectively negotiate and close deals, using a consultative sales approach to drive customer value. Stay ahead of market trends and competitive landscape to position Cyara's solutions effectively. Maintain up-to-date and accurate data in CRM systems (HubSpot, Salesforce, etc.) Let's talk about your skills/expertise: 3+ years of proven SaaS sales experience, with a track record of consistently exceeding quota in a net new business role. Hunter mentality-self-motivated, driven, and resilient in pursuing and closing new business. Strong ability to engage senior decision-makers and build relationships that lead to revenue growth. Deep commercial acumen and experience managing high-value, complex sales cycles. Technical aptitude to translate Cyara's product capabilities into tangible business benefits. Highly organized with strong time management skills, ensuring efficiency in a fast-paced environment. Excellent presentation, negotiation, and closing skills. Proficiency in CRM tools (Salesforce, or similar). Located in Pacific or Mountain time zones is highly preferred! Why you should join us: At Cyara you'll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere. Cyara cares for its own - you'll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators. We credit our amazing growth and success to the fact that we've built our business on four essential values that we live and breathe every day: Deliver Excellence Innovate BoldlyIntegrity FirstEmbrace Curiosity Interested? Know someone who might be? Apply online now. Agencies: Thanks, but we've got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara's policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place, and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CVs. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.

A leading company in AI-powered customer experience is seeking an AI and Experience Orchestration Director. This role involves translating client business goals into impactful AI use cases, driving sales strategy, and supporting the execution of AI programs. The ideal candidate has 10-12 years of experience in sales or presales within software or AI domains and is skilled in engaging with senior leadership. The position offers comprehensive benefits including medical insurance and flexible work opportunities. #J-18808-Ljbffr

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 Summary As the Director, Professional Services Consulting at Genesys, you will lead a dynamic organization that delivers strategic consulting, implementation, and engagement success for our clients. You will play a pivotal role in shaping the Professional Services strategy, driving customer adoption, and ensuring operational excellence across complex, high-impact projects. This position requires a visionary leader who excels in cross-functional collaboration, client engagement, and business growth. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that's redefining how companies engage with their customers. Key Responsibilities * Strategic Leadership * Provide strategic direction for the Professional Services Consulting team to ensure high-quality delivery, customer success, and profitability. * Define and execute engagement success strategies that drive measurable client value and business outcomes. * Partner with executive leadership to align consulting strategies with Genesys' organizational goals. * Identify and develop new business opportunities within active client engagements to promote expansion and adoption. * Drive continuous innovation in delivery frameworks, methodologies, and client engagement models. * Team Leadership and Development * Lead and mentor a matrixed team of consulting and engagement professionals to deliver outstanding client experiences. * Build a culture of performance, accountability, and collaboration that reinforces Genesys' values. * Implement best practices and establish consistent delivery standards across global teams. * Communicate effectively with internal stakeholders and client executives to ensure shared understanding and alignment on project goals. * Client Success and Relationship Management * Serve as the senior point of contact for executive-level client relationships. * Guide the team in designing and delivering high-impact consulting engagements that exceed client expectations. * Oversee client adoption, retention, and expansion strategies to drive long-term success. * Participate in strategic business reviews and provide executive-level insights to strengthen client partnerships. * Cross-Functional Leadership * Collaborate with Sales, Product, and Customer Success to deliver cohesive customer experiences. * Partner with Delivery Management for resource planning, operational excellence, and delivery optimization. * Contribute to product strategy by providing client insights and feedback from the consulting perspective. * Drive cross-functional initiatives that improve efficiency, innovation, and customer outcomes. Required Qualifications * Bachelor's degree in Business, Computer Science, or a related field. * 8+ years of progressive experience in Professional Services, consulting, or enterprise technology. * Minimum 5 years of people management experience, including leadership in a matrixed organization. * Proven ability to build, scale, and manage high-performing client-facing teams. * Strong business and financial acumen, with experience in project budgeting and profitability management. * Exceptional communication and executive presentation skills. * Demonstrated success in defining and executing strategic growth and customer engagement plans. * Experience within enterprise software or SaaS Professional Services environments. * Ability to travel as required to support business needs. Preferred Qualifications * Master's degree in Business Administration or related field. * Proven record of driving multimillion-dollar services revenue growth. * Experience in consulting leadership or enterprise transformation programs. * Strong background in change management and organizational development. Leadership Competencies * Strategic Vision and Execution * Team Building and Development * Executive Stakeholder Management * Business Analytics and Financial Acumen * Change Management * Client Relationship Management * Cross-functional Collaboration * Innovation and Problem Solving Impact and Success Metrics * Achieved revenue and profitability growth targets. * High client satisfaction and retention scores. * Delivery excellence across all consulting engagements. * Documented process improvements and innovation initiatives. * High employee engagement and retention within Professional Services Consulting. At Genesys, we embrace empathy, work together as one team, and go big in everything we do. If you are a strategic, client-focused leader ready to make an impact, join us to shape the future of customer experience through innovative Professional Services consulting. Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $146,300.00 - $271,700.00 Benefits: * Medical, Dental, and Vision Insurance. * Telehealth coverage * Flexible work schedules and work from home opportunities * Development and career growth opportunities * Open Time Off in addition to 10 paid holidays * 401(k) matching program * Adoption Assistance * Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 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 **************** Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world's leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments-testing AI agents with AI agents to catch what scripts can't. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale. Interested to find out more about us? Check out: ************* Cyara's Diversity, Equity, Inclusive and Belonging Statement: At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success. Cyara's Values Statement: At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone-we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive. We are seeking a Deal Desk Administrator to join our Revenue Operations team. The Deal Desk Administrator is responsible for providing crucial administration and operational support to the sales team to facilitate quote and order execution while enhancing efficiency. They will actively work with sales, legal, finance, and other cross functional teams to ensure compliance and optimize operational processes to drive successful order execution. This role requires candidates to be based in the Eastern or Central time zone to support team collaboration. You will be responsible for: Quote and Contract Processing: Provide day-to-day support to the sales team by reviewing and processing sales quotes, contracts, and proposals, ensuring timely and accurate execution. Cross-Functional Collaboration: Liaising with sales, legal, finance, and other departments to ensure all deal requirements are met and facilitate seamless deal closures. Documentation Management: Assist with preparation and maintenance of all deal-related documentation, including contracts, quotes, special pricing requests, and other relevant records. Compliance Checks: Help ensure compliance with pricing guidelines, approval processes, and standard terms and conditions. Process Improvement: Assisting in identifying inefficiencies within the deal process and contributing to continuous improvements to streamline operations. Deal Validation: Verifying deal information for accuracy and completeness, ensuring it aligns with company policies and legal requirements. Let's talk about your skills/expertise: Bachelor's degree or global equivalent experience preferred. Minimum of 3 years' experience in Sales Operations, Deal Support, or Commercial support. Minimum of 3 years' experience using Salesforce.com, CPQ, Docusign CLM (or similar order creation/execution tools). Experience with Quote and Order Form creation and special terms and conditions related to non-standard agreements. Continuous improvement mindset with a focus on process optimization. Experience supporting Revenue teams in a B2B Software company. Clear communicator with excellent written, verbal, and listening skills. Ability to build relationships effectively across global teams. Strong diagnostic and problem-solving skills. If you like growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Why you should join us: At Cyara you'll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere. Cyara cares for its own - you'll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators. We credit our amazing growth and success to the fact that we've built our business on four essential values that we live and breathe every day: Deliver Excellence Innovate BoldlyIntegrity FirstEmbrace Curiosity Interested? Know someone who might be? Apply online now. Agencies: Thanks, but we've got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara's policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place, and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CVs. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.

Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world's leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments-testing AI agents with AI agents to catch what scripts can't. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale. Interested to find out more about us? Check out: ************* Cyara's Diversity, Equity, Inclusive and Belonging Statement: At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success. Cyara's Values Statement: At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone-we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive. We are looking for an experienced Solutions Architect to join our dynamic team. This role involves working closely with sales teams to architect solutions that meet prospective customers' complex requirements, demonstrating the value of Cyara in enhancing their CX strategies. You will be instrumental in building trust with potential customers, understanding their needs, and designing tailored solutions that highlight the capabilities and benefits of Cyara's testing and monitoring solutions. Let's talk about the role and responsibilities: Collaborate with sales teams to understand prospective customers' business challenges and technical requirements, aligning them with Cyara solutions. Develop and present customized demonstrations of Cyara's platform, highlighting its value in improving CX testing and monitoring. Architect and propose solutions that integrate Cyara's platform with customers' existing technology stacks, ensuring seamless operation and optimization of their CX strategies. Engage with customer stakeholders to gather requirements, discuss potential solutions, and provide expert advice on Cyara's capabilities. Respond to technical queries and concerns during the sales process, ensuring customers' and prospects' technical requirements are addressed effectively. Stay updated with the latest developments in CX technologies, Cyara platform updates, and industry best practices to provide insightful recommendations to customers. Facilitate smooth transition of new customers to the implementation team, ensuring clear communication of the proposed solutions and customer expectations. Contribute to the development of best practices, case studies, and other materials to enhance the pre-sales process and highlight the value of Cyara solutions. Let's talk about your skills/expertise: 4+ Years in a presale's role presenting to C and V level prospects. Bachelor's degree in computer science, Information Technology, or related field experience. Proven experience as a Solutions Architect, Sales Engineer, or similar role, preferably with a focus on CX, call center, IVR or related technologies. Strong technical acumen, with the ability to design solutions and integrate complex systems. Excellent communication and presentation skills, with a proven ability to engage and persuade technical and business audiences. Strong analytical and problem-solving skills, with a consultative approach to addressing customer needs. Ability to collaborate effectively with sales teams and other internal stakeholders. Willingness to travel as needed to meet with customers, tradeshows, corporate events globally and participate in sales engagements. Why you should join us: At Cyara you'll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere. Cyara cares for its own - you'll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators. We credit our amazing growth and success to the fact that we've built our business on four essential values that we live and breathe every day: Deliver Excellence Innovate BoldlyIntegrity FirstEmbrace Curiosity Interested? Know someone who might be? Apply online now. Agencies: Thanks, but we've got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara's policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place, and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CVs. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.

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. About Genesys Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement. Position Purpose We are seeking a collaborative Senior Customer Success Manager to drive customer value realization and foster strong partnerships across our organization. The ideal candidate will understand customer experience (CX) fundamentals while expertly orchestrating internal resources to ensure customer success. Key Responsibilities Lead a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor. Orchestrate seamless collaboration between Professional Services, Support, Product, and Sales teams. Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities. Develop and execute customer success plans aligned with clients' business objectives. Proactively identify and coordinate resolution of customer needs through cross-functional partnerships Monitor customer health metrics and drive adoption of solutions Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey. Required Qualifications Experience & Education 6+ years of Customer Success Management experience. Bachelor's degree in business management or related field required. Proven track record of managing enterprise customer relationships. Strong business acumen with demonstrated ability to understand customer objectives. Excellence in cross-functional collaboration and stakeholder management. Experience preparing and delivering executive-level presentations. Proficiency with CRM systems and customer success platforms. Key Competencies Collaborative Leadership: Excellence in unifying diverse teams to achieve customer outcomes. Strategic Thinking: Ability to understand business challenges and coordinate appropriate solutions. Relationship Building: Skill in developing strong partnerships with customers and internal teams. Business Acumen: Understanding of business metrics and value drivers. Project Management: Capability to manage multiple concurrent initiatives. Communication: Outstanding written and verbal skills with the ability to present to senior stakeholders. Stakeholder Management: Experience in aligning multiple parties toward common goals. Success Metrics Customer satisfaction and retention rates Quality of cross-functional collaboration Effectiveness of Quarterly Business Reviews Product adoption and feature utilization Customer advocacy and reference ability Customer Focus Extremely strong customer-facing skills Proactive mindset with strong follow-through Ability to translate complex technical concepts into business value. Experience driving customer advocacy and satisfaction. Additional Requirements Travel: Less than 30% Our Commitment to Inclusion Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses. Accommodations We are committed to ensuring our hiring process is accessible to all candidates. If you require accommodations during any part of the application process, please visit our Reasonable Accommodations Form for assistance. Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $98,200.00 - $182,400.00 Benefits: Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 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 **************** Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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. Customer Success , Director About Genesys Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement. Position Purpose The Customer Success Manager (CSM) Director role is focused on establishing life-long relationships between Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. As a highly consultative position, this role champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while leveraging deep technical expertise to ensure optimal solution implementation and adoption. Key Responsibilities Strategic Customer Partnership * Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey. * Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success. * Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives. * Understand and align with customers' business value drivers, success criteria, and KPIs. * Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score) Business Growth & Retention * Track and monitor adoption metrics, facilitating successful renewals within assigned accounts. * Develop and implement strategic plans to prevent downsells and ensure customer retention. * Proactively identify potential business leads for expansion opportunities. * Prepare and deliver territory plans to define account strategies and align resources. * Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes. Cross-functional Collaboration Team with and establish shared accountability with adjacent functions including: * Onboarding Specialists to ensure systematic customer introduction and rapid value realization. * Professional Services to drive smooth implementation through go live. * Renewal Managers to maintain strong forecasting and high retention rates. * Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings. Required Qualifications Experience & Education * 10+ years of experience in technology-related field, including consulting and enterprise account management. * Bachelor's degree in technology- or business-related field * Successful sales track record within a SaaS organization * Proven experience presenting to and building relationships with C-level executives. * Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features * Genesys platform knowledge is a plus. Technical Skills * Proficiency with: * CRM platforms (Salesforce, Gainsight) * Microsoft Office Suite (PowerPoint, Excel, Word) * Online communities and social media platforms * Strong data analysis and executive presentation capabilities Professional Competencies Strategic Leadership * Demonstrates thought leadership in CX domain. * Unifies, influences, and inspires cross-functional teams. * Builds and maintains C-level relationships effectively. * Projects confidence and credibility in executive settings. Customer Focus * Extremely strong customer-facing skills * Proactive mindset with strong follow-through * Ability to translate complex technical concepts into business value. * Experience driving customer advocacy and satisfaction. Business Execution * Strong multi-tasking abilities across customer portfolio * Excellent project and stakeholder management * Proven track record of driving business outcomes * Ability to manage complex enterprise relationships. Additional Requirements * Travel: Less than 30% Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $120,400.00 - $223,600.00 Benefits: * Medical, Dental, and Vision Insurance. * Telehealth coverage * Flexible work schedules and work from home opportunities * Development and career growth opportunities * Open Time Off in addition to 10 paid holidays * 401(k) matching program * Adoption Assistance * Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 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 **************** Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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. Genesys is looking for a strategic and experienced leader to establish, lead and grown a new Product Marketing Operations function. Reporting to the SVP of Product Marketing, you will join the product marketing leadership team and be a key contributor, playing a critical role in shaping how we bring products and major GTM initiatives to market, as well as ensuring delivering of timely and regular market insights to ensure GTM success. This role requires a proven leader with deep operational expertise, a track record of building and leading high-performing teams, as well as the ability to collaborate closely with executive and cross-functional stakeholders. You will build and lead a global team responsible for launch operations, project management, and product marketing research-establishing a foundation for operational excellence. Key Responsibilities Lead and grow a cross-functional team spanning project management, launch operations, and market research Design, implement, and scale processes and best practices that support best in class execution and cross-functional alignment Drive complex, global product marketing initiatives from planning through execution-ensuring they are delivered on time, within scope, and aligned to strategic goals Oversee go-to-market (GTM) readiness for product launches in close partnership with Product Marketing, Product Management, Enablement, and Sales Deliver clear, frequent communication to stakeholders at all levels, including updates on project milestones and actionable insights from market, customer, and competitive research Build a data-driven function that uses market intelligence to inform strategy, prioritize opportunities, and improve GTM outcomes Foster a high-performing, collaborative, and inclusive team culture, with a focus on talent development and continuous improvement Partner closely with executive leadership across marketing, product, and sales to support business objectives and ensure operational alignment Required Qualifications 10+ years of experience in marketing or product operations, including managing global project management teams in SaaS or technology environments Demonstrated success in leading large-scale, cross-functional initiatives and product launches Proven ability to lead through influence and build partnerships across diverse global teams Excellent organizational, communication, and executive engagement skills Track record of managing and mentoring high-performing teams PMP or equivalent project management certification (mandatory) Familiarity with customer experience (CX) platforms and AI technologies (preferred) Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $188,100.00 - $330,700.00 Benefits: Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 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 **************** Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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 Summary As the Director, Professional Services Consulting at Genesys, you will lead a dynamic organization that delivers strategic consulting, implementation, and engagement success for our clients. You will play a pivotal role in shaping the Professional Services strategy, driving customer adoption, and ensuring operational excellence across complex, high-impact projects. This position requires a visionary leader who excels in cross-functional collaboration, client engagement, and business growth. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that's redefining how companies engage with their customers. Key Responsibilities Strategic Leadership Provide strategic direction for the Professional Services Consulting team to ensure high-quality delivery, customer success, and profitability. Define and execute engagement success strategies that drive measurable client value and business outcomes. Partner with executive leadership to align consulting strategies with Genesys' organizational goals. Identify and develop new business opportunities within active client engagements to promote expansion and adoption. Drive continuous innovation in delivery frameworks, methodologies, and client engagement models. Team Leadership and Development Lead and mentor a matrixed team of consulting and engagement professionals to deliver outstanding client experiences. Build a culture of performance, accountability, and collaboration that reinforces Genesys' values. Implement best practices and establish consistent delivery standards across global teams. Communicate effectively with internal stakeholders and client executives to ensure shared understanding and alignment on project goals. Client Success and Relationship Management Serve as the senior point of contact for executive-level client relationships. Guide the team in designing and delivering high-impact consulting engagements that exceed client expectations. Oversee client adoption, retention, and expansion strategies to drive long-term success. Participate in strategic business reviews and provide executive-level insights to strengthen client partnerships. Cross-Functional Leadership Collaborate with Sales, Product, and Customer Success to deliver cohesive customer experiences. Partner with Delivery Management for resource planning, operational excellence, and delivery optimization. Contribute to product strategy by providing client insights and feedback from the consulting perspective. Drive cross-functional initiatives that improve efficiency, innovation, and customer outcomes. Required Qualifications Bachelor's degree in Business, Computer Science, or a related field. 8+ years of progressive experience in Professional Services, consulting, or enterprise technology. Minimum 5 years of people management experience, including leadership in a matrixed organization. Proven ability to build, scale, and manage high-performing client-facing teams. Strong business and financial acumen, with experience in project budgeting and profitability management. Exceptional communication and executive presentation skills. Demonstrated success in defining and executing strategic growth and customer engagement plans. Experience within enterprise software or SaaS Professional Services environments. Ability to travel as required to support business needs. Preferred Qualifications Master's degree in Business Administration or related field. Proven record of driving multimillion-dollar services revenue growth. Experience in consulting leadership or enterprise transformation programs. Strong background in change management and organizational development. Leadership Competencies Strategic Vision and Execution Team Building and Development Executive Stakeholder Management Business Analytics and Financial Acumen Change Management Client Relationship Management Cross-functional Collaboration Innovation and Problem Solving Impact and Success Metrics Achieved revenue and profitability growth targets. High client satisfaction and retention scores. Delivery excellence across all consulting engagements. Documented process improvements and innovation initiatives. High employee engagement and retention within Professional Services Consulting. At Genesys, we embrace empathy, work together as one team, and go big in everything we do. If you are a strategic, client-focused leader ready to make an impact, join us to shape the future of customer experience through innovative Professional Services consulting. Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $146,300.00 - $271,700.00 Benefits: Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 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 **************** Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

A leading cloud services provider is seeking an AI and Experience Orchestration Director to leverage AI-powered customer experience solutions. The ideal candidate will drive sales, engage with C-level leaders, and lead customer workshops. Responsibilities include translating business goals into AI use cases and collaborating with cross-functional teams. Candidates should possess strong communication and problem-solving skills and have 10+ years of experience in cloud or AI domains. This role offers competitive benefits including flexible work schedules and growth opportunities. #J-18808-Ljbffr

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. About Genesys Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement. Position Purpose We are seeking a collaborative Senior Customer Success Manager to drive customer value realization and foster strong partnerships across our organization. The ideal candidate will understand customer experience (CX) fundamentals while expertly orchestrating internal resources to ensure customer success. Key Responsibilities * Lead a portfolio of strategic accounts, serving as the primary point of contact and trusted advisor. * Orchestrate seamless collaboration between Professional Services, Support, Product, and Sales teams. * Drive regular Quarterly Business Reviews to showcase value delivery and growth opportunities. * Develop and execute customer success plans aligned with clients' business objectives. * Proactively identify and coordinate resolution of customer needs through cross-functional partnerships * Monitor customer health metrics and drive adoption of solutions * Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey. Required Qualifications Experience & Education * 6+ years of Customer Success Management experience. * Bachelor's degree in business management or related field required. * Proven track record of managing enterprise customer relationships. * Strong business acumen with demonstrated ability to understand customer objectives. * Excellence in cross-functional collaboration and stakeholder management. * Experience preparing and delivering executive-level presentations. * Proficiency with CRM systems and customer success platforms. Key Competencies * Collaborative Leadership: Excellence in unifying diverse teams to achieve customer outcomes. * Strategic Thinking: Ability to understand business challenges and coordinate appropriate solutions. * Relationship Building: Skill in developing strong partnerships with customers and internal teams. * Business Acumen: Understanding of business metrics and value drivers. * Project Management: Capability to manage multiple concurrent initiatives. * Communication: Outstanding written and verbal skills with the ability to present to senior stakeholders. * Stakeholder Management: Experience in aligning multiple parties toward common goals. Success Metrics * Customer satisfaction and retention rates * Quality of cross-functional collaboration * Effectiveness of Quarterly Business Reviews * Product adoption and feature utilization * Customer advocacy and reference ability Customer Focus * Extremely strong customer-facing skills * Proactive mindset with strong follow-through * Ability to translate complex technical concepts into business value. * Experience driving customer advocacy and satisfaction. Additional Requirements * Travel: Less than 30% Our Commitment to Inclusion Genesys is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We evaluate candidates based on their skills, experience, and potential to contribute to our team, regardless of background. We welcome applicants of all races, colors, ages, religions, sexes, sexual orientations, gender identities/expressions, marital statuses, national origins, disabilities, and military/veteran statuses. Accommodations We are committed to ensuring our hiring process is accessible to all candidates. If you require accommodations during any part of the application process, please visit our Reasonable Accommodations Form for assistance. Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $98,200.00 - $182,400.00 Benefits: * Medical, Dental, and Vision Insurance. * Telehealth coverage * Flexible work schedules and work from home opportunities * Development and career growth opportunities * Open Time Off in addition to 10 paid holidays * 401(k) matching program * Adoption Assistance * Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 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 **************** Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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. Customer Success , Director About Genesys Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement. Position Purpose The Customer Success Manager (CSM) Director role is focused on establishing life-long relationships between Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. As a highly consultative position, this role champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while leveraging deep technical expertise to ensure optimal solution implementation and adoption. Key Responsibilities Strategic Customer Partnership Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey. Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success. Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives. Understand and align with customers' business value drivers, success criteria, and KPIs. Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score) Business Growth & Retention Track and monitor adoption metrics, facilitating successful renewals within assigned accounts. Develop and implement strategic plans to prevent downsells and ensure customer retention. Proactively identify potential business leads for expansion opportunities. Prepare and deliver territory plans to define account strategies and align resources. Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes. Cross-functional Collaboration Team with and establish shared accountability with adjacent functions including: Onboarding Specialists to ensure systematic customer introduction and rapid value realization. Professional Services to drive smooth implementation through go live. Renewal Managers to maintain strong forecasting and high retention rates. Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings. Required Qualifications Experience & Education 10+ years of experience in technology-related field, including consulting and enterprise account management. Bachelor's degree in technology- or business-related field Successful sales track record within a SaaS organization Proven experience presenting to and building relationships with C-level executives. Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features Genesys platform knowledge is a plus. Technical Skills Proficiency with: CRM platforms (Salesforce, Gainsight) Microsoft Office Suite (PowerPoint, Excel, Word) Online communities and social media platforms Strong data analysis and executive presentation capabilities Professional Competencies Strategic Leadership Demonstrates thought leadership in CX domain. Unifies, influences, and inspires cross-functional teams. Builds and maintains C-level relationships effectively. Projects confidence and credibility in executive settings. Customer Focus Extremely strong customer-facing skills Proactive mindset with strong follow-through Ability to translate complex technical concepts into business value. Experience driving customer advocacy and satisfaction. Business Execution Strong multi-tasking abilities across customer portfolio Excellent project and stakeholder management Proven track record of driving business outcomes Ability to manage complex enterprise relationships. Additional Requirements Travel: Less than 30% Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $120,400.00 - $223,600.00 Benefits: Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 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 **************** Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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 Summary As the Director, Professional Services Consulting at Genesys, you will lead a dynamic organization that delivers strategic consulting, implementation, and engagement success for our clients. You will play a pivotal role in shaping the Professional Services strategy, driving customer adoption, and ensuring operational excellence across complex, high-impact projects. This position requires a visionary leader who excels in cross-functional collaboration, client engagement, and business growth. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that's redefining how companies engage with their customers. Key Responsibilities Strategic Leadership Provide strategic direction for the Professional Services Consulting team to ensure high-quality delivery, customer success, and profitability. Define and execute engagement success strategies that drive measurable client value and business outcomes. Partner with executive leadership to align consulting strategies with Genesys' organizational goals. Identify and develop new business opportunities within active client engagements to promote expansion and adoption. Drive continuous innovation in delivery frameworks, methodologies, and client engagement models. Team Leadership and Development Lead and mentor a matrixed team of consulting and engagement professionals to deliver outstanding client experiences. Build a culture of performance, accountability, and collaboration that reinforces Genesys' values. Implement best practices and establish consistent delivery standards across global teams. Communicate effectively with internal stakeholders and client executives to ensure shared understanding and alignment on project goals. Client Success and Relationship Management Serve as the senior point of contact for executive-level client relationships. Guide the team in designing and delivering high-impact consulting engagements that exceed client expectations. Oversee client adoption, retention, and expansion strategies to drive long-term success. Participate in strategic business reviews and provide executive-level insights to strengthen client partnerships. Cross-Functional Leadership Collaborate with Sales, Product, and Customer Success to deliver cohesive customer experiences. Partner with Delivery Management for resource planning, operational excellence, and delivery optimization. Contribute to product strategy by providing client insights and feedback from the consulting perspective. Drive cross-functional initiatives that improve efficiency, innovation, and customer outcomes. Required Qualifications Bachelor's degree in Business, Computer Science, or a related field. 8+ years of progressive experience in Professional Services, consulting, or enterprise technology. Minimum 5 years of people management experience, including leadership in a matrixed organization. Proven ability to build, scale, and manage high-performing client-facing teams. Strong business and financial acumen, with experience in project budgeting and profitability management. Exceptional communication and executive presentation skills. Demonstrated success in defining and executing strategic growth and customer engagement plans. Experience within enterprise software or SaaS Professional Services environments. Ability to travel as required to support business needs. Preferred Qualifications Master's degree in Business Administration or related field. Proven record of driving multimillion-dollar services revenue growth. Experience in consulting leadership or enterprise transformation programs. Strong background in change management and organizational development. Leadership Competencies Strategic Vision and Execution Team Building and Development Executive Stakeholder Management Business Analytics and Financial Acumen Change Management Client Relationship Management Cross-functional Collaboration Innovation and Problem Solving Impact and Success Metrics Achieved revenue and profitability growth targets. High client satisfaction and retention scores. Delivery excellence across all consulting engagements. Documented process improvements and innovation initiatives. High employee engagement and retention within Professional Services Consulting. At Genesys, we embrace empathy, work together as one team, and go big in everything we do. If you are a strategic, client-focused leader ready to make an impact, join us to shape the future of customer experience through innovative Professional Services consulting. Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $146,300.00 - $271,700.00 Benefits: Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 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 **************** Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

## AI and Experience Orchestration Director**Job Summary:** The AI and Experience Orchestration Director brings deep expertise in AI powered customer experience to account teams and clients, helping to translate client's business goals into impactful AI use cases that deliver measurable outcomes and, in turn, helping to drive sales and adoption of Genesys native AI capabilities.* Demonstrate advanced expertise in AI, and lead detailed discussions with technical and business stakeholders* Engage confidently with senior and C-level leaders, and orchestrate complex opportunities across internal and external teams* Influence and guide sales strategy, partnering closely with account executives to support territory planning, pipeline creation, opportunity progression, and forecasting* Identify strategic priorities and develop AI-led opportunity pathways aligned to customer objectives* Drive field execution of programs across the Genesys AI portfolio including sales campaigns and enablement initiatives* Serve as a trusted subject matter expert internally, and model best practice sales motions that elevate capabilities across the wider team* Provide hands on support for positioning, presentations, pricing, proposals, and other key materials related to Genesys AI and Experience Orchestration* Lead customer workshops that shape AI use cases, prioritization frameworks, and pilot opportunities* Act as the voice of the customer by capturing insights and partnering with cross functional teams in marketing, product, customer success, and professional services* Ad-hoc duties as required by management* Strong subject matter expertise in AI and customer experience technology, with excellent verbal and written communication skills* 10 to 12 years of sales and/or presales experience in software, cloud, and/or AI-related domains* Experience with AI-powered customer experience and conversational AI solutions* Ability to influence without direct authority and collaborate effectively with colleagues to drive outcomes* Ability to create effective territory and account strategies that support growth objectives* Strong critical thinking, problem solving, and communication skills* Effective presentation skills with the ability to serve as a compelling subject matter expert* Ability to manage multiple concurrent work streams and support numerous in-flight opportunities across teams* Medical, Dental, and Vision Insurance.* Telehealth coverage* Flexible work schedules and work from home opportunities* Development and career growth opportunities* Open Time Off in addition to 10 paid holidays* 401(k) matching program* Adoption Assistance* Fertility treatments### Join our Talent Community.Genesys empowers more than 8,000 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 *********************** is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. #J-18808-Ljbffr

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 Summary As the Director, Professional Services Consulting at Genesys, you will lead a dynamic organization that delivers strategic consulting, implementation, and engagement success for our clients. You will play a pivotal role in shaping the Professional Services strategy, driving customer adoption, and ensuring operational excellence across complex, high-impact projects. This position requires a visionary leader who excels in cross-functional collaboration, client engagement, and business growth. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that's redefining how companies engage with their customers. Key Responsibilities * Strategic Leadership * Provide strategic direction for the Professional Services Consulting team to ensure high-quality delivery, customer success, and profitability. * Define and execute engagement success strategies that drive measurable client value and business outcomes. * Partner with executive leadership to align consulting strategies with Genesys' organizational goals. * Identify and develop new business opportunities within active client engagements to promote expansion and adoption. * Drive continuous innovation in delivery frameworks, methodologies, and client engagement models. * Team Leadership and Development * Lead and mentor a matrixed team of consulting and engagement professionals to deliver outstanding client experiences. * Build a culture of performance, accountability, and collaboration that reinforces Genesys' values. * Implement best practices and establish consistent delivery standards across global teams. * Communicate effectively with internal stakeholders and client executives to ensure shared understanding and alignment on project goals. * Client Success and Relationship Management * Serve as the senior point of contact for executive-level client relationships. * Guide the team in designing and delivering high-impact consulting engagements that exceed client expectations. * Oversee client adoption, retention, and expansion strategies to drive long-term success. * Participate in strategic business reviews and provide executive-level insights to strengthen client partnerships. * Cross-Functional Leadership * Collaborate with Sales, Product, and Customer Success to deliver cohesive customer experiences. * Partner with Delivery Management for resource planning, operational excellence, and delivery optimization. * Contribute to product strategy by providing client insights and feedback from the consulting perspective. * Drive cross-functional initiatives that improve efficiency, innovation, and customer outcomes. Required Qualifications * Bachelor's degree in Business, Computer Science, or a related field. * 8+ years of progressive experience in Professional Services, consulting, or enterprise technology. * Minimum 5 years of people management experience, including leadership in a matrixed organization. * Proven ability to build, scale, and manage high-performing client-facing teams. * Strong business and financial acumen, with experience in project budgeting and profitability management. * Exceptional communication and executive presentation skills. * Demonstrated success in defining and executing strategic growth and customer engagement plans. * Experience within enterprise software or SaaS Professional Services environments. * Ability to travel as required to support business needs. Preferred Qualifications * Master's degree in Business Administration or related field. * Proven record of driving multimillion-dollar services revenue growth. * Experience in consulting leadership or enterprise transformation programs. * Strong background in change management and organizational development. Leadership Competencies * Strategic Vision and Execution * Team Building and Development * Executive Stakeholder Management * Business Analytics and Financial Acumen * Change Management * Client Relationship Management * Cross-functional Collaboration * Innovation and Problem Solving Impact and Success Metrics * Achieved revenue and profitability growth targets. * High client satisfaction and retention scores. * Delivery excellence across all consulting engagements. * Documented process improvements and innovation initiatives. * High employee engagement and retention within Professional Services Consulting. At Genesys, we embrace empathy, work together as one team, and go big in everything we do. If you are a strategic, client-focused leader ready to make an impact, join us to shape the future of customer experience through innovative Professional Services consulting. Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $146,300.00 - $271,700.00 Benefits: * Medical, Dental, and Vision Insurance. * Telehealth coverage * Flexible work schedules and work from home opportunities * Development and career growth opportunities * Open Time Off in addition to 10 paid holidays * 401(k) matching program * Adoption Assistance * Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 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 **************** Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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. Customer Success , Director About Genesys Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service™ - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement. Position Purpose The Customer Success Manager (CSM) Director role is focused on establishing life-long relationships between Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. As a highly consultative position, this role champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while leveraging deep technical expertise to ensure optimal solution implementation and adoption. Key Responsibilities Strategic Customer Partnership Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey. Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success. Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives. Understand and align with customers' business value drivers, success criteria, and KPIs. Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score) Business Growth & Retention Track and monitor adoption metrics, facilitating successful renewals within assigned accounts. Develop and implement strategic plans to prevent downsells and ensure customer retention. Proactively identify potential business leads for expansion opportunities. Prepare and deliver territory plans to define account strategies and align resources. Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes. Cross-functional Collaboration Team with and establish shared accountability with adjacent functions including: Onboarding Specialists to ensure systematic customer introduction and rapid value realization. Professional Services to drive smooth implementation through go live. Renewal Managers to maintain strong forecasting and high retention rates. Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings. Required Qualifications Experience & Education 10+ years of experience in technology-related field, including consulting and enterprise account management. Bachelor's degree in technology- or business-related field Successful sales track record within a SaaS organization Proven experience presenting to and building relationships with C-level executives. Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features Genesys platform knowledge is a plus. Technical Skills Proficiency with: CRM platforms (Salesforce, Gainsight) Microsoft Office Suite (PowerPoint, Excel, Word) Online communities and social media platforms Strong data analysis and executive presentation capabilities Professional Competencies Strategic Leadership Demonstrates thought leadership in CX domain. Unifies, influences, and inspires cross-functional teams. Builds and maintains C-level relationships effectively. Projects confidence and credibility in executive settings. Customer Focus Extremely strong customer-facing skills Proactive mindset with strong follow-through Ability to translate complex technical concepts into business value. Experience driving customer advocacy and satisfaction. Business Execution Strong multi-tasking abilities across customer portfolio Excellent project and stakeholder management Proven track record of driving business outcomes Ability to manage complex enterprise relationships. Additional Requirements Travel: Less than 30% Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $120,400.00 - $223,600.00 Benefits: Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 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 **************** Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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. Bring your passion for customer success to Genesys At Genesys, we're reimagining what's possible in customer and employee experience. Our cloud, AI, and digital orchestration solutions help organizations in more than 100 countries deliver the kind of service that builds trust, loyalty, and lasting relationships. We're looking for an Executive Customer Success Manager (CSM) who's passionate about helping customers transform the way they connect with their customers and employees. This is a strategic, high-impact individual contributor role focused on guiding our largest and most complex enterprise customers toward measurable success with Genesys Cloud CX. If you love partnering with executive stakeholders, driving adoption, and delivering tangible business outcomes - we'd love to meet you. Key Responsibilities: What You'll Do * Be a Trusted Advisor Strong executive presence with proven ability to operate credibly at the C-suite level while managing complex delivery programs. The successful candidate will excel at working with C-level stakeholders to building strong, trust-based relationships. This involves regular, clear communication tailored to their strategic priorities, and a deep understanding of their business goals. By positioning yourself as a trusted advisor, you can offer insights that align Genesys AI powered Experience Orchestration Platform's capabilities with the customer's long-term vision. This collaborative approach not only strengthens the partnership but also ensures that C-level stakeholders see you as an essential contributor to their success. * Drive Value and Outcomes Create and execute success plans that help customers achieve measurable ROI and realize the full potential of Genesys Cloud CX and AI capabilities. * Lead Executive Engagements Deliver compelling executive business reviews, sharing insights, benchmarks, and recommendations that connect technology performance to strategic impact. * Collaborate Across Genesys The role will work side by side with the Genesys Senior Account Executive to jointly drive success across the customer account. You will orchestrate cross-functional delivery and success teams including Customer Success Managers (CSMs), Technical Account Managers (TAMs), Professional Services, and Consultants. The Senior Director will manage the end-to-end customer lifecycle - from onboarding through transformation - while driving AI adoption, innovation, and revenue expansion. * Ensure Retention and Growth Anticipate risks, address challenges early, and champion renewals and expansions in partnership with Account Executives. * Be the Voice of the Customer Advocate for customer needs internally - influencing roadmaps and innovation across Genesys. Minimum Requirements & Desirable Skills: What You'll Bring * 12+ years of experience in Customer Success, Account Management, or Strategic Consulting, managing enterprise or global accounts * Deep understanding of SaaS, cloud, or CX/contact center technologies * Proven success building and influencing relationships with C-level executives and senior stakeholders * Strong business acumen and the ability to link technology investments to business value * Excellent communication, storytelling, and executive presentation skills * A proactive, self-starter attitude with a bias for action and collaboration * Bachelor's degree, MBA, or equivalent experience preferred Why You'll Love Working at Genesys * You'll join a global leader in Experience as a Service℠, shaping the future of customer engagement * You'll work with innovative teams that blend AI, analytics, and empathy to drive transformation * You'll make an impact on some of the world's most recognized brands * You'll enjoy a culture built on trust, inclusion, and growth At Genesys, we believe that every customer experience can be made extraordinary - and that starts with the people behind it. Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $161,800.00 - $300,600.00 Benefits: * Medical, Dental, and Vision Insurance. * Telehealth coverage * Flexible work schedules and work from home opportunities * Development and career growth opportunities * Open Time Off in addition to 10 paid holidays * 401(k) matching program * Adoption Assistance * Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 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 **************** Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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 Summary As the Director, Professional Services Consulting at Genesys, you will lead a dynamic organization that delivers strategic consulting, implementation, and engagement success for our clients. You will play a pivotal role in shaping the Professional Services strategy, driving customer adoption, and ensuring operational excellence across complex, high-impact projects. This position requires a visionary leader who excels in cross-functional collaboration, client engagement, and business growth. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact. Joining Genesys means becoming part of a global team that's redefining how companies engage with their customers. Key Responsibilities * Strategic Leadership * Provide strategic direction for the Professional Services Consulting team to ensure high-quality delivery, customer success, and profitability. * Define and execute engagement success strategies that drive measurable client value and business outcomes. * Partner with executive leadership to align consulting strategies with Genesys' organizational goals. * Identify and develop new business opportunities within active client engagements to promote expansion and adoption. * Drive continuous innovation in delivery frameworks, methodologies, and client engagement models. * Team Leadership and Development * Lead and mentor a matrixed team of consulting and engagement professionals to deliver outstanding client experiences. * Build a culture of performance, accountability, and collaboration that reinforces Genesys' values. * Implement best practices and establish consistent delivery standards across global teams. * Communicate effectively with internal stakeholders and client executives to ensure shared understanding and alignment on project goals. * Client Success and Relationship Management * Serve as the senior point of contact for executive-level client relationships. * Guide the team in designing and delivering high-impact consulting engagements that exceed client expectations. * Oversee client adoption, retention, and expansion strategies to drive long-term success. * Participate in strategic business reviews and provide executive-level insights to strengthen client partnerships. * Cross-Functional Leadership * Collaborate with Sales, Product, and Customer Success to deliver cohesive customer experiences. * Partner with Delivery Management for resource planning, operational excellence, and delivery optimization. * Contribute to product strategy by providing client insights and feedback from the consulting perspective. * Drive cross-functional initiatives that improve efficiency, innovation, and customer outcomes. Required Qualifications * Bachelor's degree in Business, Computer Science, or a related field. * 8+ years of progressive experience in Professional Services, consulting, or enterprise technology. * Minimum 5 years of people management experience, including leadership in a matrixed organization. * Proven ability to build, scale, and manage high-performing client-facing teams. * Strong business and financial acumen, with experience in project budgeting and profitability management. * Exceptional communication and executive presentation skills. * Demonstrated success in defining and executing strategic growth and customer engagement plans. * Experience within enterprise software or SaaS Professional Services environments. * Ability to travel as required to support business needs. Preferred Qualifications * Master's degree in Business Administration or related field. * Proven record of driving multimillion-dollar services revenue growth. * Experience in consulting leadership or enterprise transformation programs. * Strong background in change management and organizational development. Leadership Competencies * Strategic Vision and Execution * Team Building and Development * Executive Stakeholder Management * Business Analytics and Financial Acumen * Change Management * Client Relationship Management * Cross-functional Collaboration * Innovation and Problem Solving Impact and Success Metrics * Achieved revenue and profitability growth targets. * High client satisfaction and retention scores. * Delivery excellence across all consulting engagements. * Documented process improvements and innovation initiatives. * High employee engagement and retention within Professional Services Consulting. At Genesys, we embrace empathy, work together as one team, and go big in everything we do. If you are a strategic, client-focused leader ready to make an impact, join us to shape the future of customer experience through innovative Professional Services consulting. Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $146,300.00 - $271,700.00 Benefits: * Medical, Dental, and Vision Insurance. * Telehealth coverage * Flexible work schedules and work from home opportunities * Development and career growth opportunities * Open Time Off in addition to 10 paid holidays * 401(k) matching program * Adoption Assistance * Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 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 **************** Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

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. Customer Success , Director About Genesys Genesys orchestrates billions of customer experiences annually for organizations across 100+ countries. Through our cloud, digital and AI technologies, we enable organizations to deliver Experience as a Service - creating empathetic customer experiences at scale. Our platform powers proactive, predictive, and personalized experiences across marketing, sales, and service channels while improving employee productivity and engagement. Position Purpose The Customer Success Manager (CSM) Director role is focused on establishing life-long relationships between Genesys and enterprise customers by advising and equipping them to achieve their customer experience (CX) vision. As a highly consultative position, this role champions and advocates for customers throughout their journey with Genesys, demonstrating thought leadership and orchestrating strategies to drive business outcomes while leveraging deep technical expertise to ensure optimal solution implementation and adoption. Key Responsibilities Strategic Customer Partnership * Manage a portfolio of enterprise customers as their primary business point of contact, providing high-touch engagement throughout their CX journey. * Develop and execute Customer Success Plans that serve as actionable blueprints for achieving mutual success. * Establish and maintain regular cadence of Executive Business Reviews (EBRs) to track progress towards stated business objectives. * Understand and align with customers' business value drivers, success criteria, and KPIs. * Drive customer reference ability and continuously improve customer advocacy measures (e.g., Net Promoter Score) Business Growth & Retention * Track and monitor adoption metrics, facilitating successful renewals within assigned accounts. * Develop and implement strategic plans to prevent downsells and ensure customer retention. * Proactively identify potential business leads for expansion opportunities. * Prepare and deliver territory plans to define account strategies and align resources. * Prescribe appropriate product features, functionality, and services to achieve key customer business outcomes. Cross-functional Collaboration Team with and establish shared accountability with adjacent functions including: * Onboarding Specialists to ensure systematic customer introduction and rapid value realization. * Professional Services to drive smooth implementation through go live. * Renewal Managers to maintain strong forecasting and high retention rates. * Sales teams to identify and execute cross-sell/up-sell opportunities for incremental bookings. Required Qualifications Experience & Education * 10+ years of experience in technology-related field, including consulting and enterprise account management. * Bachelor's degree in technology- or business-related field * Successful sales track record within a SaaS organization * Proven experience presenting to and building relationships with C-level executives. * Preferred experience with CCaaS technology, platforms, partners, terms, business practices, KPIs, and features * Genesys platform knowledge is a plus. Technical Skills * Proficiency with: * CRM platforms (Salesforce, Gainsight) * Microsoft Office Suite (PowerPoint, Excel, Word) * Online communities and social media platforms * Strong data analysis and executive presentation capabilities Professional Competencies Strategic Leadership * Demonstrates thought leadership in CX domain. * Unifies, influences, and inspires cross-functional teams. * Builds and maintains C-level relationships effectively. * Projects confidence and credibility in executive settings. Customer Focus * Extremely strong customer-facing skills * Proactive mindset with strong follow-through * Ability to translate complex technical concepts into business value. * Experience driving customer advocacy and satisfaction. Business Execution * Strong multi-tasking abilities across customer portfolio * Excellent project and stakeholder management * Proven track record of driving business outcomes * Ability to manage complex enterprise relationships. Additional Requirements * Travel: Less than 30% Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $120,400.00 - $223,600.00 Benefits: * Medical, Dental, and Vision Insurance. * Telehealth coverage * Flexible work schedules and work from home opportunities * Development and career growth opportunities * Open Time Off in addition to 10 paid holidays * 401(k) matching program * Adoption Assistance * Fertility treatments Click here to view a summary overview of our Benefits. If a Genesys employee referred you, please use the link they sent you to apply. About Genesys: Genesys empowers more than 8,000 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 **************** Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24-48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation-such as application follow-ups or resume submissions-may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.