Customer Success Management Director

Jobtailor; Paris; Sur place; EUR 130 000 - 200 000; Plein temps

Résumé du poste

Genesys seeks a seasoned leader to own and drive large, complex transformation programs across CX and CRM. You will nurture executive relationships, ensure delivery excellence against timelines and budgets, and align with Sales and CS to achieve strategic objectives.

Lead a high-performance team, shape transformation roadmaps, and guide customers toward ongoing value and renewals in a fast-moving environment.

Qualifications

• 10+ years in IT consulting, with CX/CRM/AI/telecom focus.
• 8+ years in supervisory or leadership roles.
• Strong consulting background delivering value to customers.
• CSM & Professional Services knowledge and experience.
• Experience in SaaS, Cloud, AI, and digital transformation.
• Excellent leadership, communication and presentation skills.
• Fluency in French and English.

Responsabilités

• 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.
• Maintain quality, timelines, budget, and client satisfaction per PMI/PRINCE2 standards.
• Schedule resources, set goals, manage change and track status.
• Lead risk mitigation and escalation management.
• Plan strategically for customers in your region with CS and Genesys goals.
• Formulate and execute sales strategy with Sales and leadership.
• Present and negotiate customer proposals, including pricing.
• Create transformation roadmaps that deliver continuous value and support renewals.
• Lead a team of Services Engagement Directors, PMs and CS managers.
• Drive PS sales & delivery objectives through bookings and delivery.
• Negotiate financial proposals and maintain forecasts.
• Build strong internal networks across business and tech domains.

Connaissances

Engagement leadership

Customer Success

SaaS

Cloud

AI

Digital Transformation

Project Management

Stakeholder management

French & English

Travel

Description du poste

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.