capabilities as a core component of customer transformation roadmaps.

Drive development of scalable AI services offerings, adoption programmes, and innovation engagements. Identify market opportunities and influence regional go-to-market strategy.## Customer and Commercial Leadership Build executive-level customer relationships and act as a trusted transformation advisor. Own regional services bookings, AI services growth, profitability, forecast accuracy, and backlog health. Lead complex enterprise pursuits, commercial negotiations, and strategic renewals. Partner with Sales and Customer Success leadership to drive adoption, retention, and expansion.## Governance and Operational Excellence Establish governance standards across Statements of Work, estimation, change control, and commercial engagement processes. Ensure services engagements align customer outcomes, delivery scalability, and commercial performance. Drive forecasting discipline, operational rigor, and risk

management.## Organisational Leadership Lead and develop the UKI Services Engagement capability. Coach and mentor team members across commercial leadership, executive engagement, and AI positioning. Drive cross-functional alignment across Customer Success, Delivery, Product, Finance, and Sales.# Success Measures Regional services bookings attainment AI services growth and adoption Services profitability and margin performance Forecast accuracy and backlog health Strategic account growth and renewals Customer satisfaction and executive engagement Team capability and operational maturity# What You Bring 10+ years of experience in enterprise SaaS, Professional Services, consulting, or customer transformation leadership. Strong preference for Genesys experience or expertise in enterprise CX, AI, or adjacent cloud platforms. Proven success leading complex commercial engagements and transformation programmes. Experience driving AI-led customer transformation and innovation
Strong executive presence and ability to influence senior stakeholders. Strong commercial and financial acumen, including forecasting, profitability, and governance. Experience operating within matrixed organisations and leading cross-functional collaboration. Excellent communication and presentation skills. Ability to obtain Security Check (SC) NSV clearance if required. Right to work in the UK. Candidates should have easy access to London and be within approximately 2 hours travel time.# EducationBachelor's degree required. MBA, Master's degree, or equivalent leadership experience preferred.# Nice to Have Experience with AI-enabled CX transformation programmes. Knowledge of conversational AI, automation, analytics, or workforce engagement solutions. Experience positioning or selling Managed Services offerings within enterprise SaaS or CX environments. Enterprise delivery or programme leadership experience. Working knowledge of Salesforce (SFDC)

Customer Success UKI Location: England (Hybrid)# Role OverviewThe Head of Services Engagement leads the Professional Services commercial engagement function across the UKI region, with a strategic focus on AI-led customer transformation.This role is responsible for driving services growth, commercial governance, and customer outcomes by positioning AI capabilities at the centre of the services proposition.You will partner closely with Sales, Customer Success, Delivery, Product, and Solution Consulting to shape complex enterprise opportunities, develop scalable engagement models, and ensure AI solutions deliver measurable business value.This is a senior quota-carrying leadership role with accountability for regional services bookings, AI services growth, profitability, forecasting, and executive customer engagement.# Key Responsibilities## AI and Services Strategy Lead the evolution of the UKI services engagement strategy toward AI-led transformation services. Position AI

financial modelling, and executive presentations.If a Genesys employee referred you, please use the link they sent you to apply.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 CloudTM 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 www.genesys.com.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 at ##### can expect a response within 24-48 hours. To help us provide the best
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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