Services Engagement Director, Professional Services

As a Services Engagement Director at Genesys, your responsibilities include driving revenue within assigned accounts, developing strategic business plans, and building relationships with internal and external stakeholders. You will also be responsible for understanding customer needs and effectively communicating the value of Genesys solutions to ensure customer satisfaction and retention.

To thrive as a Services Engagement Director at Genesys, candidates typically need 3-5 years of sales experience in cloud or SaaS environments, preferably with a focus on customer management solutions. Experience in the CCaaS or CX industry is essential, as are strong account planning and negotiation skills. A proven sales record in both on-prem to cloud transitions will be highly beneficial.

The Services Engagement Director at Genesys plays a crucial role in ensuring customer success by cultivating relationships and understanding client challenges. You'll design tailored strategies that align with their business goals, ensuring the timely and successful delivery of solutions. Your ability to act as a trusted advisor will foster long-lasting customer relationships, leading to increased loyalty and satisfaction.

Working as a Services Engagement Director at Genesys means being part of a vibrant and collaborative culture. You can enjoy a flexible work environment where employees are empowered to make an impact. With an emphasis on empathy and superior collaboration, Genesys provides a unique atmosphere that encourages innovation and career growth.

Genesys offers an extensive range of benefits for Services Engagement Directors, including competitive salaries, medical, dental, and vision insurance, telehealth coverage, and flexible work schedules. Employees also benefit from development and career growth opportunities, a 401(k) matching program, and even adoption and fertility assistance.

When answering this question, showcase your relevant experience with SaaS sales, highlighting specific examples that demonstrate your understanding of customer needs. Discuss how you've successfully navigated the sales cycle and contributed to business growth. Be sure to articulate how these experiences will help you drive success as a Services Engagement Director at Genesys.

Elaborate on your methods for building relationships, such as active listening, understanding stakeholder needs, and maintaining regular communication. It's helpful to share specific instances where you've turned these relationships into successful partnerships, emphasizing how such skills would enable you as a Services Engagement Director at Genesys.

Discuss your approach to uncovering customer pain points, which often involves asking probing questions and conducting thorough research. Sharing a case study or a success story where your strategies helped resolve a client issue can showcase your proactive attitude and problem-solving capabilities.

Provide a detailed recount of a specific instance where you surpassed sales targets. Discuss the strategies you implemented, the obstacles you faced, and the team collaboration involved. Your answer should illustrate your goal-oriented mindset and how it aligns with the role of Services Engagement Director at Genesys.

Explain your philosophy around customer satisfaction and retention, such as maintaining open lines of communication, soliciting feedback, and following up after the sale. Sharing metrics or specific examples can strengthen your response, showing data-driven results.

This is an opportunity to demonstrate your knowledge of Genesys and its offerings. Discuss the importance of customer experience and how Genesys Cloud empowers organizations to provide personalized experiences. Highlight any relevant research or industry trends that reflect your understanding.

Share your approach to handling objections, such as listening actively, empathizing with the concerns raised, and providing factual information that addresses those concerns. Emphasizing the importance of maintaining a positive relationship even when faced with challenges shows your professional maturity.

Detail your habits for staying informed, such as reading industry publications, attending webinars, or participating in networking events. This answer will demonstrate your commitment to professional development and your understanding of the competitive landscape.

Discuss the skills and attributes that contribute to success in this role, such as strong communication skills, strategic vision, and the ability to foster relationships. Support your claims with examples or anecdotes that showcase how these traits have been effective in your own career.

Discuss your collaborative methods, such as utilizing collaborative tools, holding regular meetings, and maintaining transparency. Illustrate your answer with examples where your teamwork led to successful outcomes, particularly regarding the sales cycle and customer satisfaction.