Manager Professional Services

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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.

The Team Manager, Professional Services for DACH, is a vital member of the local account team. The role manages the day-to-day operations of the team and of key customer projects with responsibility for tracking project status and profitability, coordinating project resources, managing client expectations, and leveraging project experience throughout the team. Primary interface with the customer to manage the triple constraints (schedule, scope, budget) and to help resolve issues. Understands the client's business very well and establishes inroads into the organisation of the account to increase Genesys visibility. Responsible for all Genesys personnel incl. sub contractors working on the project. Manages all financial aspects of the projects including forecasting and revenue recognition.

Core to our vision around Experience as a Service is building Trust and Empathy with our customers and partner ecosystem and as Project lead, you will be in the forefront.

The primary responsibilities for this role include (but are not limited to):

• Provide team leadership across the DACH team

• Provide project management of key, large & complex solution engagements, with a value of Services from $50k upwards to projects with total value in excess of $3m, including customer sign off.

• Manage all aspects of the project delivery including project schedule, risk management and risk mitigation plan, scope documentation, scheduling resources, setting goals and priorities, reporting project status, tracking and resolving issues and customer acceptance.

• Implement change management process on engagements.

• Follow standard PS Operational processes and guidelines.

• Ensure engagements are on time and on budget.

• Achieve customer satisfaction goals.

• Maintain close links with other functions in Professional Services and other Company departments especially Sales, Pre-Sales and Marketing, Support, and Education.

• Maintain quality relationships between our clients, strategic partners and/or third party providers.

• Generate incremental license and services revenue through direct customer contact.

• Achieve profitability goals by providing high-quality, innovative solutions and efficient delivery services.

Minimum Requirements:

• 5+ years relevant experience in the IT industry ideally in the Contact Centre, Telecommunication and/or CRM market.

• Proven IT Project Management experience, including budgeting, of complex solutions.

• Experience managing a team.

• Understands at least 1 industry segment (e.g. Telecommunications) and has an understanding of computer architecture, open systems products (hardware and software), project management tools and methodologies, customer and Professional Services.

• Full understanding of Contact Centre Market and the Cloud enablement we play in

• Ability to take the initiative, trouble-shoot, build relationships, develop a team, solicit/gain support inside and outside of Professional Services.

• Ability to work unsupervised and in a proactive manner.

• Proven ability to work under pressure both within a team and on your own.

• Excellent presentation skills.

• Very good verbal and written skills in English and ideally other languages

• Computer literate in the use of MSOffice, MS Project or similar, word processing, spreadsheet, presentation and project control tools.

• Willing to travel extensively throughout BeNeLux, as restrictions allow.

• Full clean driving license.

• Fluent/native German language skills

Desirable Skills:

• Project Management Certification, e.g. Prince2, PMI.

• Certified Genesys Engineer 7.x +

• 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. 

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If a Genesys employee referred you, please use the link they sent you to apply.

About 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:

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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.