Strategic Customer Success Director, Transformation

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

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.