Account Director, Strategic

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.

Strategic Account Director | Consultative Sales & AI-Driven CX

Genesys is seeking a Strategic Account Director with strong consultative skills, strategic thinking, and deep understanding of Customer Experience, Digital Transformation, and Artificial Intelligence applications.

In this role, you will build and grow high-value relationships with strategic accounts and key partners, acting as a trusted advisor to executive leadership (C-Level). You will identify growth opportunities, drive adoption of innovative solutions, and ensure the overall performance and strategic direction of your assigned territory or portfolio.

The ideal candidate brings a combination of strategic vision, consultative approach, business acumen, and the ability to translate customer challenges into AI-powered CX solutions. This professional must be highly collaborative, results-driven, and experienced in leading complex stakeholder engagements.

Key Responsibilities:
 

Strategic Account Development

• Serve as a trusted advisor for strategic customers, driving long-term growth, transformation, and adoption of Genesys AI and automation solutions.
• Develop and execute tailored account plans focusing on expansion, retention, and value maximization.
• Lead complex, multi-level negotiations and influence executive stakeholders (C-Suite, Directors, and technical leaders).

Territory, Pipeline & Performance Management

• Own full responsibility for your territory, including revenue growth, forecasting, and strategic planning.
• Monitor key performance indicators (KPIs) to ensure delivery against targets, identifying growth opportunities and risks.
• Analyze business trends, customer data, and market insights to inform strategy and drive stronger outcomes.

Consultative Engagement & Applied AI

• Conduct consultative discovery sessions to connect customer business challenges with Genesys capabilities, including Digital & Voice Bots, AI Routing, Workforce Engagement, Journey Optimization, and Analytics.
• Translate customer insights and data into actionable recommendations that generate measurable business value.
• Support clients in advancing their digital transformation and CX strategies.

Partner and Internal Collaboration

• Collaborate closely with strategic partners to expand Genesys' presence and ensure cohesive go-to-market execution.
• Engage cross-functional teams (Product, Marketing, Professional Services, Support, Pre-Sales) to shape integrated and scalable solutions.
• Propose and drive continuous improvement in processes, tools, and customer engagement models.

Basic Qualifications

• Proven experience in Account Management, Strategic Sales, Consulting, or Business Development, ideally within technology, SaaS, telecom, or financial services (FSI).
• Track record of managing executive relationships and driving complex negotiation cycles.
• Strong analytical capabilities with experience interpreting KPIs, financial data, and strategic drivers.
• Excellent written and verbal communication skills with executive-level storytelling ability.
• Advanced English proficiency.
• Experience with strategic planning, portfolio management, cost management, or business case development.
• High sense of ownership, problem-solving mindset, and ability to operate across both strategic and tactical initiatives.

Preferred Qualifications

• Experience in FSI, Customer Experience platforms, AI-driven solutions, or Contact Center technologies.
• Demonstrated ability to run consultative conversations and guide customers through transformation.
• Proficiency in analytical tools, Excel, and PowerPoint.
• Spanish proficiency is a plus.
• 4+ years of relevant professional experience.

Ideal Profile

We are looking for someone who brings:

• A consultative mindset with genuine interest in solving real customer problems.
• Strategic relationship-building skills with the ability to influence at all levels.
• Curiosity and affinity for AI, automation, and CX innovation.
• A collaborative spirit paired with strong execution discipline and resilience.

#LI-Hybrid 

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 www.genesys.com.

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.

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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.