Genesys
Senior Manager, Professional Services and Delivery
Genesys, Raleigh, North Carolina, United States,
Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?About The Role
To fill this role, we seek an experienced leader inspired to be part of a high performing and fast-growing services cloud business. The successful candidate in the role of a Sr. Manager of Professional Services will be responsible for managing the day-to-day operations and technical oversight of a team of Professional Services consultants providing consulting and implementation services delivery for Genesys customers. This role is a results-driven position; driving growth in a diverse Professional Services organization, supporting timely and quality services delivery and accountable for Services Revenue, Services Gross Profit, and Customer Satisfaction. The successful candidate will be responsible for recruiting, developing and retaining talent and must integrate well in a team culture and will directly engage with members of the sales team, leaders in other departments, leaders of business units in other geographies, as well as with customers, and prospects.Key Responsibilities:
Manage the team of Professional Services consultants in NA focused on delivering consulting and implementation services to Genesys customers and partners for Genesys Cloud, Genesys Engage and PureConnect platforms.Ensuring appropriate staffing levels are maintained and the team receives continued training and development.Driving Team’s Operational Excellence, adherence to PS Methodology and Best Practices.Oversee the team quote to deal process with prospect interactions, estimation delegation, backlog and quote/Statement of Work reviews.Provide leadership in all areas including discovery, estimating, delivery, and support.Structure the team for optimal billable opportunity and attainment of utilization goals.Foster enthusiasm and creativity within the team to identify new areas of technical innovation, new opportunities for improving team’s efficiency and reusable solutions for the marketplace.Evangelize service capabilities and offerings to drive new business opportunities.Monitor team performance, customer feedback, and customer satisfaction relative to our teams’ interaction with customer base.Serve as a point of contact for customer satisfaction and issue resolution related to Services engagements. Manage internal and customer escalations as appropriate.Maintain strong technical understanding and proficiency in Genesys Product and Solution Portfolio and related technologies.Building and maintaining relationships with Product Management and Product Development organizations to drive best practices and key learnings to the team.Develop and maintain relationships with our key vendors and partners.Provide oversight and management direction and mentoring on key customer deals.Provide high level support to the teams while troubleshooting and resolving complex implementation issues within the project plan and strategy.Consult with new customer prospects in the sales process to provide technical direction for upcoming complex engagements.Qualifications
Bachelor’s degree in Business, Engineering, Computer Science, or related field or equivalent experience.At least 8 years of industry experience with 5+ years’ experience of hands-on management experience in Professional Services in delivering complex solutions in a team leading role.Strong leadership and team management ability. Demonstrated ability to lead and develop a geographically dispersed team.Proven examples of work consulting in the CcaaS and Contact Center operations space preferably within a Professional Services solutions and delivery model.Good working knowledge of the Genesys products and solutions across multiple Product Lines: Genesys Cloud (preferred).Ability to travel as necessary to support business.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.$119,350.00 - $234,250.00Benefits
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.More details about our company benefits can be found at the following link:
https://mygenesysbenefits.comAbout Genesys
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit
www.genesys.com .Reasonable Accommodations
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Equal Opportunity Employer
Genesys is an equal opportunity employer committed to equity 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.
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To fill this role, we seek an experienced leader inspired to be part of a high performing and fast-growing services cloud business. The successful candidate in the role of a Sr. Manager of Professional Services will be responsible for managing the day-to-day operations and technical oversight of a team of Professional Services consultants providing consulting and implementation services delivery for Genesys customers. This role is a results-driven position; driving growth in a diverse Professional Services organization, supporting timely and quality services delivery and accountable for Services Revenue, Services Gross Profit, and Customer Satisfaction. The successful candidate will be responsible for recruiting, developing and retaining talent and must integrate well in a team culture and will directly engage with members of the sales team, leaders in other departments, leaders of business units in other geographies, as well as with customers, and prospects.Key Responsibilities:
Manage the team of Professional Services consultants in NA focused on delivering consulting and implementation services to Genesys customers and partners for Genesys Cloud, Genesys Engage and PureConnect platforms.Ensuring appropriate staffing levels are maintained and the team receives continued training and development.Driving Team’s Operational Excellence, adherence to PS Methodology and Best Practices.Oversee the team quote to deal process with prospect interactions, estimation delegation, backlog and quote/Statement of Work reviews.Provide leadership in all areas including discovery, estimating, delivery, and support.Structure the team for optimal billable opportunity and attainment of utilization goals.Foster enthusiasm and creativity within the team to identify new areas of technical innovation, new opportunities for improving team’s efficiency and reusable solutions for the marketplace.Evangelize service capabilities and offerings to drive new business opportunities.Monitor team performance, customer feedback, and customer satisfaction relative to our teams’ interaction with customer base.Serve as a point of contact for customer satisfaction and issue resolution related to Services engagements. Manage internal and customer escalations as appropriate.Maintain strong technical understanding and proficiency in Genesys Product and Solution Portfolio and related technologies.Building and maintaining relationships with Product Management and Product Development organizations to drive best practices and key learnings to the team.Develop and maintain relationships with our key vendors and partners.Provide oversight and management direction and mentoring on key customer deals.Provide high level support to the teams while troubleshooting and resolving complex implementation issues within the project plan and strategy.Consult with new customer prospects in the sales process to provide technical direction for upcoming complex engagements.Qualifications
Bachelor’s degree in Business, Engineering, Computer Science, or related field or equivalent experience.At least 8 years of industry experience with 5+ years’ experience of hands-on management experience in Professional Services in delivering complex solutions in a team leading role.Strong leadership and team management ability. Demonstrated ability to lead and develop a geographically dispersed team.Proven examples of work consulting in the CcaaS and Contact Center operations space preferably within a Professional Services solutions and delivery model.Good working knowledge of the Genesys products and solutions across multiple Product Lines: Genesys Cloud (preferred).Ability to travel as necessary to support business.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.$119,350.00 - $234,250.00Benefits
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.More details about our company benefits can be found at the following link:
https://mygenesysbenefits.comAbout Genesys
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit
www.genesys.com .Reasonable Accommodations
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Equal Opportunity Employer
Genesys is an equal opportunity employer committed to equity 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.
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