Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
The Sr. Project Manager, Professional Services for DACH, is a vital member of the local account team as she/he manages the day-to-day operations of key customer projects with responsibility for tracking project status and profitability, coordinating project resources, managing client expectations, and leveraging project experience throughout the team. Primary interface with the customer to manage the triple constraints (schedule, scope, budget) and to help resolve issues. Understands the client's business very well and establishes inroads into the organisation of the account to increase Genesys visibility. Responsible for all Genesys personnel incl. sub contractors working on the project. Manages all financial aspects of the projects including forecasting and revenue recognition.
Core to our vision around Experience as a Service is building Trust and Empathy with our customers and partner ecosystem and as Project lead, you will be in the forefront.
The primary responsibilities for this role include (but are not limited to):
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Provide project management of key, large & complex solution engagements, with a value of Services from $50k upwards to projects with total value in excess of $3m, including customer sign off.
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Manage all aspects of the project delivery including project schedule, risk management and risk mitigation plan, scope documentation, scheduling resources, setting goals and priorities, reporting project status, tracking and resolving issues and customer acceptance.
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Implement change management process on engagements.
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Follow standard PS Operational processes and guidelines.
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Ensure engagements are on time and on budget.
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Achieve customer satisfaction goals.
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Maintain close links with other functions in Professional Services and other Company departments especially Sales, Pre-Sales and Marketing, Support, and Education.
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Maintain quality relationships between our clients, strategic partners and/or third party providers.
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Generate incremental license and services revenue through direct customer contact.
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Achieve profitability goals by providing high-quality, innovative solutions and efficient delivery services.
Minimum Requirements:
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5+ years relevant experience in the IT industry ideally in the Contact Centre, Telecommunication and/or CRM market.
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Proven IT Project Management experience, including budgeting, of complex solutions.
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Understands at least 1 industry segment (e.g. Telecommunications) and has an understanding of computer architecture, open systems products (hardware and software), project management tools and methodologies, customer and Professional Services.
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Full understanding of Contact Centre Market and the Cloud enablement we play in
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Ability to take the initiative, trouble-shoot, build relationships, develop a team, solicit/gain support inside and outside of Professional Services.
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Ability to work unsupervised and in a proactive manner.
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Proven ability to work under pressure both within a team and on your own.
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Excellent presentation skills.
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Fluent/native German language skills
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Computer literate in the use of MSOffice, MS Project or similar, word processing, spreadsheet, presentation and project control tools.
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Full clean driving license.
Desirable Skills:
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Project Management Certification, e.g. Prince2, PMI.
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Certified Genesys Engineer 7.x +
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Exposure to Genesys technical solutions. Will have had exposure to the Genesys product