Customer Success Management Director

Responsibilities

• Shape and oversee a portfolio of large, complex engagements or transformation programs.
• Own and foster 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, execute change management, report project status, track and resolve issues and customer acceptance.
• Manage escalation issues and guide teams toward proactive risk mitigation.
• Lead the strategic and tactical planning for customers in your region, in alignment with Customer Success and wider Genesys goals and strategy.
• Formulate, define and execute sales strategy, with Sales and other Genesys 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.
• Establish and manage a team of Services Engagement Directors (services sales reps), Project Managers and Customer Success Managers, within a fast‑paced, results‑focused, high‑performance environment.
• Drive and achieve PS sales & delivery objectives through bookings and orders and delivery.
• Build & negotiate financial proposals.
• Create & maintain accurate business forecasts, leveraging the appropriate systems.
• 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.

Requirements

• 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.
• Strong CSM & Professional Services knowledge and experience.
• 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.
• Fluency in French and English.
• Proven leadership skills, including the ability to lead and develop a high‑performing team.
• Ability to take the initiative, troubleshoot, build relationships, develop a team, solicit/gain support inside and outside of Customer Success.
• Ability 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.
• Travel occasionally (up to 25%) to visit your team and customers within your region, or occasionally to internal company events globally.