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.
We are seeking a highly experienced leader, for the role of Senior Director of Professional Services, to lead Sales and Delivery of our Professional Services business, as part of the Customer Success organization, based in Milan.
This person is responsible for Professional Services’ business development and delivery, leading their team to identify, sell and deliver strategic services opportunities for the organization, generate revenue, and achieve Professional Services’ sales objectives to drive value for their customers. Working with the account teams, you and your team will implement Professional Services business development strategy, identify new business opportunities, create and maintain key customer and partner relationships, and negotiate and close business deals. As part of the Customer Success organization, you will play a leadership role in driving adoption and growth at key customers within the region.
You will build a culture of proactive, programmatic, customer-centric execution, overseeing the day-to-day delivery of all customer projects in your region and supporting your team to track project status and profitability, manage project resources (people, budget, scope, time), manage client expectations and leverage best practice sales and delivery techniques to deliver your business goals.
You will be responsible for hiring, developing and retaining talent, as well as performance management, and will lead a team of Project Managers and Services Engagement Directors (services’ sales reps), developing a high-performance culture within the team.
You will directly engage with the Sales teams and other Genesys functions, at all levels, locally and in other geographies, to achieve your objectives and drive customer success
You will engage with senior stakeholders and executives to align business priorities, drive innovation, and ensure measurable value realization.
You will serve as the senior Genesys leader embedded in specific accounts, responsible for partnership success and transformation outcomes.
You will turn your customers into champions and advocates through strong relationships and measurable success.
This role is results-driven and would suit someone with a strong technology consulting or customer success leadership background, with demonstrable experience of leading high-performing project teams, influencing others and delivering strong results.
Experience in SaaS organizations, working with Cloud technologies, AI solutions and agile delivery methodologies, and delivering Enterprise Digital Transformation are desirable.
Italian, Spanish & English languages are highly desirable.
Key Responsibilities:
Client & Engagement Leadership
· Shape and oversee a portfolio of large, complex engagements or transformation programs.
· Own senior-level client relationships and act as a trusted advisor to executive stakeholders.
· Deliver and oversee a portfolio of programs, including large & complex enterprise engagements.
· Foster delivery excellence, maintaining quality, timelines, budget, and client satisfaction, in line with industry project management standards (PMI, PRINCE2, etc)
· Schedule resources, set goals and priorities, change management, reporting project status, tracking and resolving issues and customer acceptance.
· Manage escalation issues and guide teams toward proactive risk mitigation.
Business Development & Growth
Lead the strategic and tactical planning for Professional Services in your region, in alignment with Professional Services, Customer Success and Genesys goals and strategy.
· Formulate, define and execute sales strategy, with Sales and Customer Success leadership, understanding customer business- and technical objectives and delivering solutions that drive those objectives
· Articulate, present and negotiate customer proposals, including pricing negotiations
· Create and execute Transformation Roadmaps for customers that deliver continuous incremental value at each step of the journey and support renewals and expansion within the account
· Demonstrate thought leadership and continuously innovate to grow your business and achieve your goals
People Leadership & Talent Development
Establish and manage a team of Services Engagement Directors (services sales reps) and Project Managers within a fast-paced, results focused, high-performance environment, ensuring the team receives continued training and development.
· Foster a culture of continuous learning and performance excellence.
· Conduct performance evaluations and guide career progression for your team.
· Collaborate closely with other functions across Genesys, including Go-To-Customer Account Teams, Product, Operations, Marketing, Product Support, and Education, to achieve your Professional Services and wider Customer Success goals.
Operational & Financial Management
Drive and achieve sales objectives through bookings and orders.
Achieving profitability goals by providing effective, high-quality delivery services.
Building & negotiating financial proposals.
Create & maintain accurate business forecasts, leveraging the appropriate systems.
Stakeholder & Ecosystem Management
· Establish and maintain quality relationships with customers, strategic partners and/or third-party providers, across business and technology domains.
· Establish and maintain a strong internal network at all levels within Genesys to enable you to achieve your goals.
Minimum Requirements:
Essential
10+ years relevant experience in the IT consulting industry, ideally in the Customer Experience/Contact Centre, AI, Telecommunications and/or CRM markets. - 8+ years of supervisory, management, or leadership experience.
- Strong technology consulting background, demonstrable experience of
leading high-performing teams, influencing others and delivering value to
customers.
- Experience in SaaS organizations, working with Cloud technologies, AI solutions and Digital Transformation and agile delivery methodologies are desirable.
- Strong leadership, interpersonal skills and presentation proficiency, with excellent written and verbal communication skills, in local language (Italian), Spanish and English
· Proven IT Project Management experience, including budgeting, of complex solutions
· Demonstrated understanding of computer architecture, open systems products (hardware and software), project management tools and methodologies in Customer and/or Professional Services organizations
Strong management skills including the ability to lead and develop a team of project managers and consultants
Ability to take the initiative, troubleshoot, build relationships, develop a team, solicit/gain support inside and outside of Professional Services.
Able to influence thinking or gain acceptance of others during negotiations or sensitive situations
Proven ability to work under pressure both within a team and on your own.
· Computer literate in the use of MSOffice, MS Project or similar, word processing, spreadsheet, presentation and project control tools.
· Travel regularly (up to 50%) to visit your team and customers within your region, or occasionally to internal company events globally.
Desirable
Bachelor’s degree or higher in Business, Engineering or Computer Science.
Project Management Certification, e.g. Prince2, PMI.
Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level that you are able to discuss simple solutions.
Excellent written and verbal communication skills in Italian and English.
Experience in sales and delivery of AI solutions
· Ability to work fluently in Italian & English languages.
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.
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.