Senior Services Engagement Director

Job Overview

Senior Services Engagement Director (P6) – Amsterdam (hybrid). Owns the end-to-end commercial cycle for professional services, shaping and closing complex opportunities, leading scoping and estimation, building Statements of Work, and driving governance across change control and renewals.

Key Responsibilities

• Identify, qualify, scope, and close professional services opportunities across existing and new customers.
• Develop and manage services commercial plans, including renewals, change requests, and margin management.
• Own quarterly service booking targets and project profitability, maintaining a healthy engagement backlog.
• Build and maintain senior relationships with customer stakeholders, including executive sponsors.
• Partner with Sales and Customer Success to develop account strategies and identify services opportunities tied to platform adoption.
• Negotiate and close services pursuits with strong commercial outcomes.
• 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 and manage project change requests end-to-end.
• Negotiate and close professional services renewals, maintaining pipeline hygiene and forecast accuracy.
• Own services margin health, balancing delivery effort, resourcing, third‑party costs, and contractual scope.
• Produce and maintain services forecasts and reports, communicating performance to stakeholders.
• Collaborate with Customer Success Managers to align engagement strategy to retention, growth and measurable customer value.
• Produce clear, structured collateral and internal communications, delivering credible presentations and commercial narratives to senior stakeholders.

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.
• Strong preference for Genesys experience; otherwise 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.
• Strong interpersonal and presentation skills.
• Positive attitude and willingness to learn and share knowledge.
• Ability to obtain Security Check (SC) NSV clearance, if required.
• Right to work in the Netherlands.
• Education: Bachelor’s degree required; MBA or Master’s degree strongly preferred.
• Relocation not offered for this role.

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.

Benefits

• Paid volunteer time.
• August Free Fridays.
• Well‑being resources and regionally tailored programs for employees and their families.
• Flexible‑first culture with a global team.
• Growth opportunities through mentorship, learning programs, leadership development and education support.

Equal Opportunity Employment

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.

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 and need an alternative method for applying, please contact us at reasonable.accommodations@genesys.com. We will respond within 24–48 hours.

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