VP, Product Support EMEA
Genesys ·
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. Are you an accomplished Product Support Executive, interested in working for a 5000+ employee global software company with a talented Product Support team, that is committed to delivering incredible customer experiences and leading the experience as a service movement?
If so, this is the role for you. At Genesys we are ushering in a new era of consumer hyper-personalization leveraging our Cloud, AI and 3B+ daily interactions with consumers. It is a time of exciting change at Genesys as we evolve into the Experience as a Service company and transform our Product Support function.
What this role is: You will lead a global team of dedicated Product Support specialists who are focused on resolving complex issues reported by our Genesys customer and partner base. We have very strong relationships with our peer organizations in Professional Services, Customer Success Management, Technical Account Management, Sales and the multiple Business Units we support, and these need to be well managed.
We are one team, with aligned priorities, and need to ensure collective success! The responsibilities for this role include leading and developing your global staff, organizational planning and development, supporting the annual budgeting process and managing within the budget, and the development of strategic and tactical plans that ensure the appropriate experience is delivered to our customers and partners.
We are very focused on KPI's and need to ensure the establishment, maintenance and evolution of the right set of metrics that promote the highest quality of service being delivered. What this role isn't: This is not a behind the scenes role.
We are looking for a hands-on leader who will roll up their sleeves and engage. You will be an active business partner both internally within the Product Support organization as well as broadly throughout Genesys. You will work directly with our customers and partners when the need arises.
Having a strong customer and partner focus, with experience at interacting at the Director and C-Level will be invaluable experience. What you'll bring to the table: We are looking for someone with experience in Cloud-based delivery models for a global SaaS company.
You must possess fantastic people skills as we need someone to lead, listen and partner, fully understand the issues at hand, is able to dig in and identify root cause opportunities. You must also have attention to detail, customer service, ability to multitask with an innovative mindset in conjunction with a sense of creativity will drive you to succeed in the Genesys fast paced and dynamic environment. Some additional details about
what you'll do
Ensure that the appropriate customer experience, business processes/metrics, and staffing are in place to meet evolving customer needs and expectationsHelp define and build an organization that excels in Customer Experience, Employee Programs, and Operational EfficiencyHelp define, design and implement Cloud-focused offersProfessionally handle critical customer and executive engagements to ensure that Genesys is represented in the most positive manner at all timesCoach and lead cross-functional teams on setting objectives, project/program planning, and successful executionParticipate and represent Genesys Product Support during pre-sales cycles and RFP responsesMinimum
requirements
You should have a degree. But we value experience more. A lot of it. You will need at least 10 years of relevant experienceYou must be a good communicator, partner, influencer and be committed to customer serviceSkilled developer of talent with a history of driving high performance culturesExperience with a fast-paced, agile and accountable organizationAbility to travel to key Genesys offices as needed (once it is deemed safe to do so)Excellent program management, time management, and prioritization skills to deliver on multiple prioritiesExperience in Cloud Based delivery modelsDemonstrated success in implementing innovative value-add services and relationship management to Customers and PartnersExperience working with multi-national business cultures and global teamsAbility to build consensus, trust, and relationships with internal and external stakeholdersProficient at identifying areas for improvement in processes, tools, techniques and the ability to follow through on implementing these improvementsConfident engaging at Director and C-levelAbility to stay calm and operate effectively under stressInternational Relocation & Visa Sponsorship Not Available.
Working at GenesysAI 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.
What Happens After You ApplyAfter you apply, here's 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, you'll 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. Stay ConnectedStay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee ReferralIf 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. 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 .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, you or someone you know may contact us atreasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
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Please note that recruiters will never ask for sensitive personal or financial information during the application phase. SummaryLocation: United KingdomType: Full time