Senior Professional Services Sales Director

Genesys Cloud Services, Inc.; Amsterdam; Hybrid; EUR 120,000 - 170,000; Full time

Job summary

Genesys seeks an experienced Senior Professional Services Sales Director to own end-to-end services opportunities and drive profitable bookings. You will shape the commercial plan, lead complex negotiations, and partner with Sales, Customer Success, PS Delivery, and Product to deliver measurable business outcomes.

The role requires strong leadership, cross-functional collaboration, and a proven track record in enterprise SaaS or technology services, preferably in contact centre or CX platforms.

Qualifications

• Fluency in English and Dutch required; additional languages a plus.
• Strong financial acumen including forecasting, margin management and governance.
• Proven track record owning and closing complex services deals, including negotiations.

Responsibilities

• Identify, qualify, scope, and close Professional Services opportunities across existing and new customers.
• Own the services commercial plan for assigned accounts including renewals and changes.
• Lead discovery, scoping workshops, create estimates, and align with Delivery and Technical teams.

Skills

English fluency

Dutch language

Negotiation

Executive communication

Cross-functional leadership

Forecasting

Education

Bachelor's degree

MBA or Master’s degree

Tools

Salesforce SFDC

Excel modelling

PowerPoint

Job description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Job Title: Senior Professional Services Sales Director
Department & Team: Professional Services
Reports to: Director of Customer Success
Location: Amsterdam (hybrid as per business needs)

Role Overview The Senior Professional Services Sales Director owns the end-to-end services commercial cycle for assigned accounts and pursuits. You will shape and close complex Professional Services opportunities, lead scoping and estimation, build compelling Statements of Work, and drive commercial governance across change control and renewals. This is a quota-carrying role with quarterly targets (services and innovation bookings and profitability). You will operate as a trusted advisor to customers and, partnering closely with Sales, Customer Success, PS Delivery, and Product to drive measurable outcomes and a healthy services backlog. Genesys experience is strongly preferred, or equivalent enterprise SaaS/services experience in contact centre or adjacent platforms.

Summary of What You’ll Do You will identify, qualify, scope, and close Professional Services opportunities across existing and new customers. You will own the services commercial plan for your accounts, including services renewals, change requests, and margin management. This role carries quarterly targets for services bookings and project profitability, and is expected to build and maintain a healthy engagement backlog.

• Customer Partnership and Executive Relationship Management Build and maintain senior relationships across customer stakeholders, including executive sponsors. Position Genesys as a value driver aligned to customer outcomes, adoption, and transformation roadmaps. Proactively identify customer needs, risks, and expansion opportunities, and translate them into actionable services engagements.
• Opportunity Identification, Deal Leadership, and Commercial Ownership (Quota-Carrying) Own an individual or regional services bookings number and deliver against quarterly targets through disciplined pipeline management and deal execution. Partner with Sales and Customer Success to develop account strategies and identify services opportunities tied to platform adoption and business outcomes. Lead services pursuit strategy, manage internal alignment, and negotiate to close deals with strong commercial outcomes. Drive decision-making with a clear point of view, grounded in customer value and delivery realities.
• Scoping, Estimation, Statements of Work, and Change Control Lead discovery and scoping workshops, create estimates, and align solution approach with Delivery and technical stakeholders. Own creation, validation, and approval of Statements of Work, including assumptions, dependencies, deliverables, acceptance criteria, and governance. Own Project Change Requests end-to-end, including commercial impact, negotiation, and closure.
• Services Renewals and Lifecycle Commercial Management Create and validate Professional Services product renewals where applicable and manage renewals through negotiation and closure. Maintain pipeline hygiene and forecast accuracy, ensuring transparency of risk, confidence level, and next steps.
• Financial and Business Acumen Own services margin health for your portfolio, balancing delivery effort, resourcing, third-party costs, and contractual scope. Produce and maintain services forecasts and reports (bookings, revenue, margin, backlog) and communicate performance clearly to stakeholders. Collaborate with Customer Success Managers to align engagement strategy to retention, growth, and measurable customer value.
• Communication, Influence, and Executive-Ready Storytelling Produce clear, structured customer-facing collateral and internal communications. Deliver credible presentations and commercial narratives to senior stakeholders, tailoring messaging to technical and non-technical audiences.

What You Bring (Requirements) Fluent in English and Dutch (additional languages are a plus)
8–12 years’ experience in a professional services commercial role within enterprise SaaS or technology services (Professional Services Sales, Services Engagement, Services Pre-Sales, or equivalent). Strong preference for Genesys experience. If not Genesys, you must have comparable enterprise SaaS experience, ideally in contact centre, CX, CRM, or adjacent platforms. Proven track record of owning and closing complex services deals, including negotiation, contracting, and change control. Strong financial acumen, including forecasting, margin management, and commercial governance. Ability to lead cross-functional teams and operate effectively in matrix environments. Excellent written and verbal communication skills in English, with executive presence. Ability to work effectively both individually and with a team. Strong interpersonal and presentation skills and excellent written and verbal communication skills. Positive attitude and high willingness to learn and share knowledge with coworkers. Ability to obtain Security Check (SC) NSV clearance, if required. Right to work in the Netherlands. We regret that no relocation can be offered for this role. Education Bachelor’s degree required. MBA or Master’s degree strongly preferred, or equivalent senior commercial experience in enterprise SaaS/services.

Nice to Have Hands-on delivery experience, including project delivery leadership, programme management, or customer success leadership. Experience with contact centre transformation, cloud migration, or complex enterprise implementation programmes. Working knowledge of Salesforce (SFDC), Excel-based financial modelling/reporting, and PowerPoint for executive presentations.

Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.

A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.

Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.

Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.

Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.

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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. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.