VP, Product Support EMEA

## VP, Product Support EMEAApplylocations:
United Kingdom time type:
Full time posted on:
Posted Todayjob requisition :
JR111443
** 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 expectations
* Help define and build an organization that excels in Customer Experience, Employee Programs, and Operational Efficiency
* Help define, design and implement Cloud-focused offers
* Professionally handle critical customer and executive engagements to ensure that Genesys is represented in the most positive manner at all times
* Coach and lead cross-functional teams on setting objectives, project/program planning, and successful execution
* Participate and represent Genesys Product Support during pre-sales cycles and RFP responses
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* Minimum requirements:

*** You should have a degree. But we value experience more. A lot of it. You will need at…