Services Engagement Director - Remote Eligible

Services Engagement Director

We have an exciting role for a Service Engagement Director to join our Customer Success and Services (CSS) team. This represents a personal contribution role overseeing the Services Sales objectives and Customers for the Nordic region, remote-based (with visits to Customers in the region and our office in Stockholm).

As a Service Engagement Director, you will show expertise in identifying strategic business opportunities for the organization and achieving healthy business growth in region. This position requires a person who can lead from the front in recognizing opportunities, along with sales experience and strong commercial insights. This position will be closely working together with our Product Sales and Pre-sales teams to define regional and vertical-oriented business development plans, create and maintain key relationships and negotiate and close business deals. This position will have quarterly financial targets (bookings and project profitability) that must be met in order for the organization to attain projected revenue and build consulting services backlog.

The role would suit someone with a broad services knowledge, possessing the ability to lead & influence the behavior of others and in doing so create Trust and Empathy. It also has high exposure to our in-region leadership team and forms a good basis for personal development and growth.

While the role is not a Technical one, a good understanding of Contact Centre business or SaaS is required, ideally including experience of Cloud based solutions. A person with a passion for technology and discipline in self-learning as well as someone understanding project management, and what comes with it as in planning and budgeting as well, will easily fit into this role.

Activities include:

• Driving the bidding process for large, complex proposals including service solutions and solution design consulting;
• Managing the bid submission process from initial contact through contract signing;
• Validating/endorsing the technical solution;
• Planning and securing the necessary resources for successful delivery;
• Monitoring active solution implementation to ensure delivery excellence and customer satisfaction;
• Managing risks and acting as escalation point for troubleshooting and addressing challenging client situations;
• Ensuring a smooth and complete service/project completion.

Expectations for this job profile are typically as follows:

• Implement strategic goals established by functional leadership, and creates operational plans to achieve these goals.
• Work on significant issues that require conceptual thinking and understanding to solve.
• Create networks with both senior leaders and junior individual contributors, providing thought leadership for the organization in their specific area.
• Responsible for managing project initiatives of strategic importance to the organization.

Key responsibilities include:

• Pursuing professional services sales leads and prospective clients.
• Generating a pipeline of services orders to attain financial objectives.
• Understanding key business challenges and required outcomes for customers and effectively articulating the value proposition of Genesys CSS.
• Effectively utilizing and maintaining CRM including the maintenance and expansion of your prospect database, opportunities and activities.
• Maintaining extensive knowledge of current market conditions and customer buying strategies in order to negotiate and close business deals.
• Ensuring integrity of the proposals submitted including the overall structure of the deal and the pricing of the opportunity (as per any price approval guidelines).
• Creating and driving revenue within a specified region or list of named accounts by developing strategic business plans.
• Providing regular forecasts to the district manager of current and pipeline opportunities.
• Meeting and exceeding all quarterly and annual financial targets.
• Ensuring they are constantly up to date on the Genesys offerings and can easily talk and present the transformation to Genesys Cloud methodology and the CSS services involved.
• Networking and developing strong business relationships (both internally and externally).
• Aligning with other functions through the customer buying cycle – from contacting the customer through the retain and grow phases, alongside the other functions involved (AE, SC, CSM, PM).
• Developing and maintaining meaningful, long lasting customer relationships including trusted advisor relationship with key customer stakeholders and executive sponsors.
• Travel of up to 25% Customer and internal meetings

Ideally 5-7+ years' experience in Direct Sales and/or High Touch sales in IT/Tech industry, education sales a plus

Excellent ability to build relationships - internally and externally

Strong leadership, interpersonal and presentation proficiency, and excellent written and verbal communication skills

Proven success in sales - lead generation, and relationship management.

Able to influence thinking or gain acceptance of others in sensitive situations

Capable of accurate working, often to tight deadlines, and handling multiple simultaneous requests, prioritizing the workload to suit.

Experience in Commercial or legal documentation creation

Good understanding of accounting concepts related to P&L and balance sheet

Demonstrated sophisticated skills in business modelling and valuation

Experience in conducting and coordinating financial and legal due diligence

Language skills: Fluent in English and Dutch, other languages an added value!