Summary of What You’ll Do
You will identify, qualify, scope, and close Professional Services opportunities across existing and new customers. You will own the services commercial plan for your accounts, including services renewals, change requests, and margin management. This role carries quarterly targets for services bookings and project profitability, and is expected to build and maintain a healthy engagement backlog.
Key responsibilities include:
Customer Partnership and Executive Relationship Management
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Build and maintain senior relationships across customer stakeholders, including executive sponsors.
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Position Genesys as a value driver aligned to customer outcomes, adoption, and transformation roadmaps.
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Proactively identify customer needs, risks, and expansion opportunities, and translate them into actionable services engagements.
Opportunity Identification, Deal Leadership, and Commercial Ownership (Quota-Carrying)
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Own an individual or regional services bookings number and deliver against quarterly targets through disciplined pipeline management and deal execution.
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Partner with Sales and Customer Success to develop account strategies and identify services opportunities tied to platform adoption and business outcomes.
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Lead services pursuit strategy, manage internal alignment, and negotiate to close deals with strong commercial outcomes.
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Drive decision-making with a clear point of view, grounded in customer value and delivery realities.
Scoping, Estimation, Statements of Work, and Change Control
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Lead discovery and scoping workshops, create estimates, and align solution approach with Delivery and technical stakeholders.
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Own creation, validation, and approval of Statements of Work, including assumptions, dependencies, deliverables, acceptance criteria, and governance.
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Own Project Change Requests end-to-end, including commercial impact, negotiation, and closure.
Services Renewals and Lifecycle Commercial Management
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Create and validate Professional Services product renewals where applicable and manage renewals through negotiation and closure.
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Maintain pipeline hygiene and forecast accuracy, ensuring transparency of risk, confidence level, and next steps.
Financial and Business Acumen
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Own services margin health for your portfolio, balancing delivery effort, resourcing, third-party costs, and contractual scope.
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Produce and maintain services forecasts and reports (bookings, revenue, margin, backlog) and communicate performance clearly to stakeholders.
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Collaborate with Customer Success Managers to align engagement strategy to retention, growth, and measurable customer value.
Communication, Influence, and Executive-Ready Storytelling
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Produce clear, structured customer-facing collateral and internal communications.
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Deliver credible presentations and commercial narratives to senior stakeholders, tailoring messaging to technical and non-technical audiences.