Senior Professional Services Sales Director

Genesys; Amsterdam; On-site; EUR 85,000 - 120,000; Full time

Benefits offered by this job

Paid volunteer time

Wellbeing resources

Mentorship programs

Job summary

Genesys is seeking a Senior Services Engagement Director based in Amsterdam to lead complex Professional Services initiatives. This role is essential in shaping services opportunities and interacting with key stakeholders to drive customer success and operational efficiency.

The ideal candidate will possess strong commercial acumen with an emphasis on relationship management. Candidates must be fluent in both English and Dutch, and have prior experience in enterprise SaaS services. A flexible, hybrid work setup is provided to adapt to business needs, ensuring a balance between onsite and remote work.

Qualifications

• 8–12 years’ experience in a professional services commercial role.
• Proven track record of closing complex services deals.
• Ability to lead cross-functional teams.

Responsibilities

• Identify, qualify, scope, and close Professional Services opportunities.
• Own the services commercial plan for accounts.
• Maintain pipeline hygiene and forecast accuracy.

Skills

Fluent in English and Dutch

Financial acumen

Cross-functional leadership

Excellent written and verbal communication

Interpersonal skills

Project delivery leadership

Education

Bachelor's degree

MBA or Master’s degree

Tools

Salesforce (SFDC)

Excel

PowerPoint

Job description

Overview

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 Services Engagement Director (P6) • Department & Team: Professional Services • Reports to: Director of Customer Success • Location: Amsterdam (hybrid as per business needs)

Role Overview

The Senior Services Engagement 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, 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.

What You’ll Do (Responsibilities)

• Identify, qualify, scope, and close Professional Services opportunities across existing and new customers.
• Own the services commercial plan for your accounts, including services renewals, change requests, and margin management.
• Maintain a healthy engagement backlog and manage quarterly targets for services bookings and project profitability.
• Build and maintain executive relationships across customer stakeholders, including sponsors, and position Genesys as a value driver aligned to outcomes and transformation roadmaps.
• Proactively identify customer needs, risks and expansion opportunities, translating them into actionable services engagements.
• Lead services pursuit strategy, manage internal alignment, and negotiate to close deals with strong commercial outcomes.
• Drive discovery and scoping workshops, create estimates, and align solution approaches with Delivery and technical stakeholders.
• Own creation, validation, and approval of Statements of Work with clear assumptions, dependencies, deliverables, acceptance criteria, and governance.
• Own Project Change Requests end-to-end, including commercial impact, negotiation, and closure.
• Create and validate Professional Services 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.
• Own services margin health for your portfolio, balance 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.
• 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.

Qualifications

• 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, 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.
• 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. Relocation is not offered.

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.
• A flexible-first culture – Global team with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time and wellbeing resources.
• Genesys is Great Place to Work-certified in multiple countries; 94% of employees are proud to tell others they work here.

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, you may contact [e-mail]. We aim to respond within 24–48 hours. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation may not receive a response. 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, national origin, genetics, disability, military and veteran status, and other protected characteristics.