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.

Responsible for leading the development, growth, and sustainability of strategic accounts within the Retail segment, acting as a senior advisor and trusted partner to customers. This role requires a highly experienced sales executive with strong consultative capabilities, a results-driven mindset, expertise in complex negotiations, and the ability to build long-term relationships that elevate Genesys’ value in the market.

Key Responsibilities:

• Lead the commercial strategy and executive relationship with key retail accounts, identifying opportunities for growth, expansion, and adoption of our Customer Experience (CX) and AI solutions.
• Serve as the primary point of contact between Genesys and the customer—both in person and virtually—ensuring excellence in delivery, customer satisfaction, and long-term vision alignment.
• Deeply understand the retail business—operations, competitive challenges, omnichannel dynamics, operational efficiency, customer journeys, emerging technologies—and translate this knowledge into value propositions aligned with Genesys’ strategy.
• Develop and implement medium- and long-term account plans aimed at protecting, expanding, and diversifying business within each customer.
• Lead complex negotiations involving multiple stakeholders at both operational and executive levels, ensuring sustainable agreements with strategic impact.
• Collaborate effectively with cross-functional teams (pre-sales, marketing, customer success, alliances, delivery) to ensure successful execution of commercial initiatives and growth strategies.
• Serve as a consultative sales reference, clearly articulating how AI, cloud, and Genesys solutions transform customer experience and business outcomes.
• Monitor the overall health of the relationship, anticipate risks, and propose corrective actions to ensure continuity of projects and customer satisfaction.
• Represent Genesys externally within the retail segment, building networks with industry leaders and positioning the brand as a strategic partner.

Role Expectations:

• Be a recognized market expert with a deep understanding of retail trends and challenges, and how CX/AI technologies can address them.
• Manage large-scale, high-complexity accounts with direct impact on strategic results and regional/country revenue.
• Lead high-impact initiatives and projects, removing obstacles and aligning multiple internal and external teams.
• Build strong, formal networks and relationships with key decision-makers, acting as a strategic partner and trusted advisor.
• Drive disciplined, results-oriented execution with a strong focus on business expansion, forecast accuracy, and achievement of commercial targets.
• Serve as a role model for consultative selling, strategic thinking, and commercial leadership within the team.

Desired Professional Profile:

• 10+ years of experience in complex B2B sales, ideally in technology, SaaS, cloud, or customer experience solutions.
• Proven experience managing and expanding strategic retail accounts (preferably top retailers, supermarkets, fashion, home improvement, e-commerce, etc.).
• Strong consultative skills, executive storytelling, and full-cycle sales mastery.
• Solid track record negotiating complex, multi-product contracts.
• Revenue-driven mindset with a focus on sustainable growth and long-term partnerships.
• Excellent interpersonal, communication, and relationship-management skills.
• Ability to navigate high-pressure environments with multiple stakeholders and competing priorities.
• Fluency in English.

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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.

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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.

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