Job Title Services Engagement Director Location Netherlands Department & Team Customer Success & Services (CSS) About the Role We have an exciting role for a Service Engagement Director to join our CSS (Customer Success and Services) team. This position oversees the Services Sales objectives and customers for the Nordic region, remote-based with visits to customers in the region and our Stockholm office. As a Service Engagement Director, you will demonstrate expertise in identifying strategic business opportunities and achieving healthy business growth in the region. You must lead frontline in recognizing opportunities, with sales experience and strong commercial insights. You will work closely with our Product Sales and Pre‑sales teams to define regional and vertical‑oriented business development plans, create and maintain key relationships, negotiate and close business deals. This role brings quarterly financial targets (bookings and project profitability) that must be met to attain projected revenue and build consulting services backlog. The role requires a broad services knowledge, ability to lead & influence others, create trust and empathy, and high exposure to in‑region leadership. It also serves as a foundation for personal development and growth. While not a technical role, a good understanding of Contact Centre business or SaaS is required, ideally experience with cloud‑based solutions. Passion for technology, self‑learning discipline, understanding of project management, planning, and budgeting are essential. Positions in this job family provide high‑level relationship management with clients receiving fee‑for‑service consulting services throughout the engagement, from proposal and project definition, through delivery of a Genesys professional services solution. Activities Driving the bidding process for large, complex proposals including service solutions and solution design consulting; Managing the bid submission process from initial contact through contract signing; Validating/endorsing the technical solution; Planning and securing necessary resources for successful delivery; Monitoring active solution implementation to ensure delivery excellence and customer satisfaction; Managing risks and acting as escalation point for troubleshooting and addressing challenging client situations; Ensuring a smooth and complete service/project completion. Expectations for this job profile Implement strategic goals established by functional leadership, and create operational plans to achieve these goals. Work on significant issues that require conceptual thinking and understanding to solve. Create networks with both senior leaders and junior individual contributors, providing thought leadership for the organization in their specific area. Responsible for managing project initiatives of strategic importance to the organization. Key Responsibilities Pursue professional services sales leads and prospective clients. Generate a pipeline of services orders to attain financial objectives. Understand key business challenges and required outcomes for customers and effectively articulate the value proposition of Genesys CSS. Utilize and maintain CRM including the maintenance and expansion of prospect database, opportunities and activities. Maintain extensive knowledge of current market conditions and customer buying strategies to negotiate and close business deals. Ensure integrity of the proposals submitted, including overall structure and pricing of the opportunity per any price approval guidelines. Create and drive revenue within a specified region or list of named accounts by developing strategic business plans. Provide regular forecasts to the district manager of current and pipeline opportunities. Meet and exceed all quarterly and annual financial targets. Keep up to date on Genesys offerings and present the transformation to Genesys Cloud methodology and the CSS services involved. Network and develop strong business relationships (both internally and externally). Align with other functions through the customer buying cycle—from contact to retain and grow phases, alongside AE, SC, CSM, PM. Develop and maintain meaningful, long‑lasting customer relationships, including trusted advisor relationships with key customer stakeholders and executive sponsors. Travel up to 25% for customer and internal meetings. Qualifications & Experience 5–7+ years’ experience in Direct Sales and/or High Touch sales in IT/Tech industry; education sales aplus. Excellent ability to build relationships internally and externally. Strong leadership, interpersonal and presentation proficiency, and excellent written and verbal communication skills. Proven success in sales—lead generation and relationship management. Able to influence thinking or gain acceptance of others in sensitive situations. Capable of accurate work, often to tight deadlines, handling multiple simultaneous requests and prioritizing workload. Experience in commercial or legal documentation creation. Good understanding of accounting concepts related to P&L and balance sheet. Demonstrated sophisticated skills in business modelling and valuation. Experience in conducting and coordinating financial and legal due diligence. Language skills: fluent in English and Dutch; other languages an added value. Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at You can expect a response within 24‑48 hours. To help us provide the best support, click the email link above to open a pre‑filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow‑ups or resume submissions—may not receive a response. EEO Statement 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. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. #J-18808-Ljbffr