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 8000 organizations in over 100 countries moving AI from possibility to production in real-world enterprise environments every day.

Reports to: Vice President Customer Success

Location: Paris France

Job Summary:

We are seeking a highly experienced leader for the role of Director of Customer Success to lead our Customer Success business in France comprising Professional Services (PS) Sales and Delivery and Customer Success Management (CSM)teams.

You will be responsible for the overall Customer Success business in France value selling business outcomes driving successful adoption and value realization achieving world class rates of subscription renewals and revenue growth and representing the Genesys business in France.

As leader of the France PS organization you will be responsible for business development and delivery leading your team to identify sell and deliver strategic services opportunitiesfor the organization generating revenue and achieving Professional Services sales objectives to drive value for your customers. Working with the account teams you and your team willimplement Professional Services business development strategy identify new business opportunities createand maintain key customer and partner relationshipsand negotiateand closebusiness deals.

You will lead your team to track project delivery status and profitability manage project resources (people budget scope time) manage client expectations and leverage best practice sales and delivery techniques to deliver your business goals

As leader of the France CSM organization you will lead your team to create and drive strategic transformation roadmapsthat deliver tangible business value to your customers deliver pipeline and grow revenuefor Genesys. Your team will drive adoption and growthat key customers within the region and track and measure the business value realized.

Most importantly you will drive a culture of OneCustomerSuccessacross your whole team and extended Customer Success functions (Consulting Technical Account Management Renewals Management Support Advocacy etc) in France embedding strategic collaboration models inside customers to deliver value ensure successful adoption and ensure on-going expansion and revenue growth.

You will build a culture of proactive programmatic customer-centric project and account development execution overseeing the continuous day-to-day development of Genesys customers in your region.

You will be responsible for hiring developing and retaining talent as well as performance management leading a team of Customer Success Managers Project Managers and Services Engagement Directors (services sales reps). You will develop a high-performance cultureacross the team.

You will directly engage with the Sales Product and other Genesys teams at all levels locally and in other geographies to achieve your objectives and drive customer success

You will engage with senior customer stakeholders and executivesto align business priorities drive innovation and ensure measurable value realization.

You will serve as a senior Genesys leader embedded in specific accounts engaging up to C-level and be responsible for partnership success and transformation outcomes.

You will turn your customers into champions and advocatesthrough strong relationships and measurable success.

This role is results-driven and would suit someone with a strong technology consulting and/or customer success leadership background with demonstrable experience of achievement when leading high-performing customer success and consulting teams influencingothers and delivering strong results.

Experience in SaaS organizations working with cloud technologies AI solutions and agile delivery methodologies and delivering Enterprise Digital Transformationare desirable.

Fluency in French & English languages are required.

Key Responsibilities:

Client & Engagement Leadership

• 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.
  

Business Development & Growth

• 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

• Demonstrate thought leadership and continuously innovate to grow your business and achieve your goals

People Leadership & Talent Development

• 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.

• Foster a culture of continuous learning development and performance excellence

• Conduct performance evaluations and guide career progression for your team

• Collaborate closely with other functions across Genesys including Go-To-Customer Account Teams Product Operations Marketing Product Support and Education to achieve your Professional Services and wider Customer Success goals.

Operational & Financial Management

• Drive and achieve PS sales & delivery objectives through bookings and orders and delivery

• Achieve PS profitability goals by providing effective high-quality delivery services

• Build & negotiate financial proposals

• Create & maintain accurate business forecasts leveraging the appropriate systems

• Drive pipeline generation activities to meet pipeline coverage goals

• Work with Sales and Renewals Management to achieve Renewals & Expansion targets.

Stakeholder & Ecosystem Management

• 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.

Minimum Requirements:

• 10 years relevant experience in the IT consulting industry ideally in theCustomer Experience/Contact Centre AI Telecommunicationsand/or CRM markets.

• 8 years of supervisory management or leadership experience.

• Strong technology consulting background demonstrable experience of leading high-performing teams influencingothers 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 interpersonalskillsand 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 othersduring negotiations orsensitive situations

• Proven ability to work under pressure both within a team and on your own.

• Traveloccasionally(up to 25%) to visit your team and customers within your region or occasionally to internal company events globally.

Desirable

• Bachelors degree or higher in Business Engineering or Computer Science.

• Project Management Certification e.g. Prince2 PMI

• Exposure to Genesys technical solutions. Will have had exposure to the Genesys product suite to a level that you are able to discuss simple solutions

• Excellent written and verbal communication skills

• Experience in sales and delivery of AI solutions

Working at Genesys

• AI at enterprise scale Build support and operate AI-powered technology used by more than 8000 organizations worldwide. 150new AI features were released in the last fiscal year.
• A flexible-first culture Join a global team of nearly 7000 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.

What Happens After You Apply

After you apply heres what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and if your background is aligned schedule a Zoom interview.

• Next youll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time with no more than five interviews in most cases.

• After interviews are complete our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location but our team will keep you informed throughout the process.

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About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. 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.

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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