Services Engagement Director

This is a fully remote position, open to applicants in Poland.

📋 Description

• Lead consultative sales initiatives that address customer challenges and deliver value-driven solutions.

• Create and oversee a pipeline of new service opportunities to achieve and surpass booking and profitability goals.

• Manage the comprehensive bid process for large, intricate deals, including negotiation, SOW creation, and contract finalization.

• Collaborate with Account Executives, Solution Consultants, Customer Success Managers, and Product Managers throughout the customer lifecycle.

• Establish and nurture trusted-advisor relationships with executive sponsors and senior stakeholders.

• Clearly communicate the Genesys Cloud vision, transformation pathways, and Customer Success service offerings.

• Convey the business value and future implications of AI in enhancing customer experience.

• Monitor project delivery, ensure customer satisfaction, and serve as a point of escalation.

• Maintain precise forecasting and pipeline management utilizing CRM tools.

• Stay updated on market trends, SaaS innovations, and customer purchasing behaviors.

• Formulate and implement strategic business plans for designated regions and accounts.

• Propel revenue growth through value-based selling and expanding relationships.

• Lead negotiations and influence stakeholders in complex, high-stakes situations.

• Provide thought leadership and cultivate organizational networks.

• Ensure successful project results from proposal through to delivery completion.

⛳️ Requirements

• 5–7+ years of experience in consultative or high-touch IT/technology sales; SaaS experience is strongly preferred.

• Demonstrated capability to thrive in a target-driven, high-pressure setting.

• Strong consultative selling approach focused on business outcomes and customer value.

• Excellent skills in building relationships, both internally and externally.

• Confidence in engaging with and presenting to C-level stakeholders.

• Exceptional presentation and communication abilities.

• Strong listening skills with the capacity to uncover underlying customer needs.

• Proven negotiation and influencing skills in complex deals.

• Solid understanding of SaaS, cloud solutions, and the contact center/customer experience sector.

• Passion for technology and a commitment to continuous learning, particularly regarding emerging AI trends.

• Ability to articulate a vision for AI and its transformative role in customer experience.

• Experience with commercial and legal documentation and financial concepts, including P&L, business modeling, and valuation.

• Capacity to coordinate financial and legal due diligence processes.

• Fluent in English and Polish; proficiency in additional languages is a plus.

• Willingness to travel up to 40% of the time.

🏝️ Benefits

• Flexible-first culture with adaptable working arrangements.

• Mentorship, learning opportunities, leadership development, and educational support.

• Paid time for volunteering.

• August Free Fridays.

• Well-being resources available.

• Regionally tailored programs for employees and their families.