Services Engagement Director

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

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.

Job Title: Services Engagement Director

Department: Customer Success & Services (CSS)

Location: Netherlands (remote, with travel across Benelux and to Amsterdam office)

About the Role

We are looking for a Services Engagement Director to join our Customer Success & Services (CSS) team, focused on driving services sales and customer success across the Benelux region.

This is a high-impact individual contributor role, ideal for someone who thrives in a fast-paced, target-driven environment and brings a consultative, value-led approach to sales.

You will play a critical role in identifying strategic opportunities, shaping complex service engagements, and building strong, long-term customer relationships. Working closely with Product Sales, Pre-sales, and Customer Success teams, you will help define regional strategies, influence decision-makers at all levels (including C-suite stakeholders), and drive sustainable business growth.

What You’ll Do

• Lead consultative sales engagements, focusing on understanding customer challenges and delivering value-driven solutions
• Generate and manage a strong pipeline of new services opportunities to meet and exceed financial targets (bookings & profitability)
• Drive the end-to-end bid process for large, complex deals—from initial engagement through negotiation, contract (SOW) creation, shaping and contract signing
• Collaborate cross-functionally (AE, SC, CSM, PM) to align on customer strategy across the full lifecycle
• Build and maintain trusted advisor relationships, including with executive sponsors and senior stakeholders
• Articulate the Genesys Cloud vision, including transformation journeys and Customer Success service offerings
• Demonstrate a strong point of view on AI in CX, confidently communicating its business value and future impact
• Monitor delivery progress, ensuring customer satisfaction and acting as an escalation point when needed
• Maintain accurate forecasting and pipeline management using CRM tools
• Stay current on market trends, SaaS innovations, and customer buying behaviors

Key Responsibilities

• Develop and execute strategic business plans for assigned region/accounts
• Drive revenue growth through value-based selling and relationship expansion
• Lead negotiations and influence stakeholders in complex, high-stakes environments
• Operate effectively under pressure, managing multiple priorities and tight deadlines
• Contribute thought leadership and build networks across the organization
• Ensure successful project outcomes from proposal through delivery completion

What You Bring

• 5–7+ years of experience in consultative or high-touch sales within IT/Tech (SaaS strongly preferred)
• Proven ability to succeed in a target-driven, high-pressure environment
• Strong consultative selling mindset with a focus on business outcomes and customer value
• Excellent relationship-building skills, both internally and externally
• Confidence engaging and presenting to C-level stakeholders
• Outstanding presentation, communication skills
• Strong listening skills and the ability to uncover underlying customer needs
• Demonstrated negotiation and influencing skills in complex deals
• Solid understanding of SaaS, cloud solutions, and contact center / CX space (CX knowledge is a plus)
• Passion for technology and continuous learning, including emerging trends like AI
• Ability to clearly articulate a vision for AI and its role in transforming customer experience
• Experience with commercial and legal documentation, as well as financial concepts (P&L, business modeling, valuation)
• Ability to coordinate financial and legal due diligence processes

Additional Requirements

• Fluent in English and Dutch (additional languages are a plus)
• Willingness to travel up to 40%
• If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations

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Genesys is an equal opportunity employer committed to fairness 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.

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