Services Engagement Manager (Virtual)

Genesys Telecommunications Laboratories, Inc. 91 reviews Daly City, CA

Genesys Telecommunications Laboratories, Inc. - 23 hours ago

Job Description

Genesys is the largest private software company in Silicon Valley, and we are revolutionizing the way companies engage with their customers. We are a highly successful organization with a solid track record and staying power. At Genesys, you can sharpen your professional skills and build your career with a company that matters. Our passionate team solves customer experience challenges for our own customers and each other every day.

Many companies claim to be global. We actually are. Our team spans over 40 countries and 5 continents. Our diverse team consists of talented, enthusiastic people who are here because they believe in our mission, and because they love what they do here. Its a great place to work.

We live our values every day, easily seen in our attention to great customer service, obsessive desire to create success for our clients, daily goal to make things easy for our clients and for each other, and of course, by innovating in all we do. And we like to have a good time, too. We are committed to making a difference in the communities where we live and work. We are always learning. We are growing. We are building a better world. We are Genesys.


The Professional Services Engagement Manager is an individual contributor role responsible for Professional Services Presales, management of multiple, concurrent small- to medium-sized Genesys solution opportunities. The PS Customer Engagement Manager acts as the primary interface with the Regional Manager, Account Team and customer to qualify opportunities, uncover requirements and clarify scope, coordinate effort estimations, prepare contract, contribute to negotiations, manage the opportunities and drive the sale to closure.


  • The primary responsibilities for this role include (but are not limited to):
  • Qualification of opportunities primarily focused on small to medium opportunities
  • Discussions with customer / partner to clarify scope
  • Effort Estimation
  • Initial Risk Assessment
  • Initial high-level timeline (if needed)
  • Coordination with AE / SE on account strategy
  • Clarify legal (PSA, MLSA) / revenue recognition / credit control issues
  • Creation of SOW / BE / LOE
  • Ownership of Forecast for unsigned projects
  • Get necessary approvals (acceptance to Project Profitability Worksheet)
  • Be content knowledgeable with specific experience in one or more Genesys practice or solution areas.
  • Follow standard PS Operational methodology, process and guidelines. Primarily focused on the Initiating and Planning phases of the PS Methodology.
  • Identify additional sales opportunities and up-selling resulting from engagement work, via the PMO, or the Account Teams.
  • Creation of PPW
  • Resource Request to PMO
  • Initial resource requests to RMO
  • Finance deal review (if applicable)
  • Subcontractor quote if applicable
  • Hand off to the delivery PM upon sale of the opportunity
  • Ongoing support for the PMO, as needed
  • Should work toward PMI certification.
  • Opportunity Management in Tenrox

Key Deliverables:

  • Contribute to profitability goals by providing high quality and efficient Presales services
  • Work with assigned account team to help develop and achieve delivered revenue objectives on a quarterly basis
  • Achieve customer satisfaction goals internal and external
  • Lead efforts in organizational improvement
  • Provide Professional Services Presales leadership and credibility in sales efforts.

Knowledge, Skills, and Abilities:

  • 10+ years of combined industry experience in Call Center technology, including 5+ years of Presales, Solution Engineering or Client Services experience.
  • Four-year college degree or equivalent.
  • Strong technical background in a Professional Services function that includes software solutions, hardware, OS and PBX knowledge.
  • Good verbal and writing skills; ability to make presentations to technical personnel; ability to do Knowledge transfer
  • PMI certification a plus

Travel required - 20% to 40%

Genesys is an equal opportunity employer committed to diversity in the workplace.

Required Skills

Required Experience

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