At a Glance
- Tasks: Lead AI-driven customer transformation and drive services growth across the UKI region.
- Company: Join Genesys, a leader in AI-powered customer experience solutions.
- Benefits: Enjoy flexible working, paid volunteer time, and professional development opportunities.
- Other info: Be part of a globally recognised workplace with a strong focus on innovation.
- Why this job: Shape the future of customer experiences with cutting-edge AI technology.
- Qualifications: 10+ years in enterprise SaaS and proven leadership in customer transformation.
The predicted salary is between 80000 - 100000 £ per year.
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.
Role Overview
The Head of Professional Services Sales UKI 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 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
- Minimum 5 years of direct people management experience, including leading, coaching, and developing high-performing commercial, consulting, professional services, or customer-facing teams.
- 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 initiatives.
- 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.
Education
- Bachelor’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), financial modelling, and executive presentations.
Working at Genesys
- AI 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.
What Happens After You Apply
After 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 Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
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.
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. 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. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
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.
Head of Professional Services Sales UKI in London employer: Genesys Cloud Services, Inc.
At Genesys, we pride ourselves on being an exceptional employer, offering a flexible-first culture that empowers our nearly 7,000 global employees to thrive in their roles. With a strong focus on AI innovation and professional growth, we provide extensive mentorship and learning opportunities, alongside unique benefits like paid volunteer time and well-being resources. Our commitment to employee satisfaction is reflected in our Great Place to Work certification across 17 countries, making us a leader in creating meaningful and rewarding work experiences.
Contact Details:
Genesys Cloud Services, Inc. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head of Professional Services Sales UKI in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Genesys Cloud Services, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Genesys Cloud Services, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Professional Services Sales UKI in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Genesys Cloud Services, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Genesys Cloud Services, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Genesys Cloud Services, Inc.!
How to prepare for a job interview at Genesys Cloud Services, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
