Partner Manager - GSIs
Listed on 2026-06-02
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IT/Tech
Business Systems/ Tech Analyst, Systems Engineer
Overview
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. Our employees have 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.
Role SummaryThe Partner Experience Manager is responsible for ensuring Genesys and our five lead Global Systems Integrator (GSI) partners consistently design, scope, govern, and deliver successful customer engagements focusing on repeatable, high-quality outcomes that strengthen partner trust and improve Genesys differentiation.
This role is a hands-on global operator who builds joint delivery approaches, owns the success plan for top pursuits, and creates end-to-end visibility across Genesys and GSI delivery activity to reduce friction, avoid conflict, and increase win-rates. It prioritizes top strategic pursuits and ensures they are delivery-ready prior to closing. Secondarily, it builds repeatable delivery models and governance structures that scale across partners.
Oversight of in-flight delivery is focused on a limited set of lighthouse engagements.
Reason for the role:
Genesys wins with GSIs when we make it easy for partners to sell and deliver with us, execute consistently in top accounts, reduce friction through transparency, and leverage the ecosystem to create differentiated, outcome-led customer experiences.
- Joint Delivery Taxonomy & Engagement Model established (and adopted) for each of the five lead GSIs.
- Top account / top opportunity success through joint scoping, delivery-ready plans, and measurable success outcomes.
- Partner practice health and internal visibility to reduce conflict and increase joint execution success.
- Bookings influence impact tied to strategic partner pursuits (annual target aligned to the partner plan).
Develop and operationalize a joint delivery taxonomy and "ways of working" for each lead GSI (Accenture, Deloitte, IBM, Capgemini, Cognizant), including:
- Standard delivery stages, required artifacts, and quality gates (e.g., Discover, Scope, Design, Build, Validate, Launch, Operate/Optimize).
- A pre-agreed engagement model with Genesys Professional Services (PS) and each partner, including when Genesys PS leads vs partner leads vs hybrid delivery.
- Joint RACI across Sales, Alliances, PS, Customer Success, and partner delivery leadership.
- Escalation routes, decision rights, and governance expectations.
- Clear alignment with Genesys PS leadership on services strategy for top pursuits (including when PS leads, supports, or defers to partner delivery).
- Early visibility into Professional Service involvement during pursuit stages to prevent late-stage conflict or re-scoping.
- Adherence to services protection principles where applicable to reinforce partner trust and repeatable engagement models.
- Standard templates and toolkits: joint scope checklist and assumptions log; delivery governance pack (cadence, RAID, milestones, sign-offs); success plan template (outcomes, KPIs, executive checkpoints); handover-to-operate checklist.
For each GSI partner, maintain and drive a rolling set of priority Top Accounts / Top Opportunities (in Americas and EMEA) and act as the single-threaded owner of the pursuit-to-delivery readiness experience, ensuring alignment from initial scoping through delivery-ready proposal.
- Lead joint working sessions to translate customer ambition into delivery-feasible scope, timelines, dependencies, and acceptance criteria.
- Ensure alignment across Genesys and partner teams on delivery ownership boundaries, responsibility handoffs, and integration/workflow scope (including Salesforce and Service Now where in play).
- Drive readiness reviews so proposals and SOWs are delivery-ready (scope integrity, governance, risk plan, success metrics).
- Focus on a defined, limited set of priority accounts and opportunities per partner to ensure depth over breadth.
Partner Experience Manager works in close alignment with PS leadership to define and reinforce joint delivery models; ensures early-stage clarity on PS vs partner roles in top pursuits; helps resolve conflicts related to delivery ownership, scope boundaries, and staffing models; reinforces consistency between pursuit commitments and delivery execution.
Create ongoing practice health and engagement…
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