Account Director, Enterprise

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their 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. 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.

Job Title: Account Director, Sales

Department & Team: UKI, Install Base Sales

Reports to: Alistair Burton

Location: UK

Summary: As an Install Base Account Director, you will expand customer relationships, drive growth, and maximise the value of Genesys solutions through cross-sell, up-sell and expansion opportunities.

Genesys empowers organisations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organisations can accelerate growth by delivering empathetic, personalised 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. 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 Account Executive is the catalyst behind Genesys’ success as an organisation creating experiences rooted in empathy — building trust and earning loyalty. As a consultative sales professional, the Install Base Account Executive is responsible for driving revenue growth and bringing in expansion business from existing customers. Account Executives help solve the business needs of customers enabling them to realise Experience as a Service®; our vision for empathetic customer and agent experiences at scale. Account Executives own the opportunities and are responsible for coordinating resources and managing the sales campaign across the entire opportunity cycle.

The Role

As an Install Base Account Executive, you will be responsible for expanding existing customer relationships, driving growth within our enterprise, commercial and SMB install base, and maximising the value of Genesys solutions. You will work with current customers to identify cross-sell, up-sell and expansion opportunities, ensuring continued adoption of Genesys Cloud, AI and Digital solutions.

This is a consultative sales role requiring a deep understanding of customer business needs, a strong ability to articulate value, and a proven track record of expansion sales within the CCaaS and CX technology space.

You will own the account management relationship, working closely with partners and internal teams, including Customer Success, Technical Sales, and Professional Services, to drive customer growth and retention.

The Account Executive’s role is to drive expansion business through selling Genesys Cloud, Digital and AI technologies either directly or alongside a partner, being responsible for all stages of the opportunities, including the management of both pre-and post-sales support resources throughout sales campaigns and reports to the UKI Sales Director.

The Account Executive’s main goal is to achieve their sales bookings target by closing opportunities in a predictable manner, whilst aligning to the Genesys Way of Selling methodology within Salesforce.

Key Responsibilities:

The primary responsibility for this role is to grow and convert a pipeline of expansion opportunities: –

• Grow existing customer relationships by identifying opportunities for expansion, upselling, and cross-selling Genesys Cloud solutions.

• Develop deep relationships with key customer stakeholders, including the Champion, Economic Buyer, and Decision Makers to drive expansion.

• Engage proactively with existing accounts to ensure adoption and maximise customer value.

• Manage complex sales cycles in a consultative manner, leveraging the MEDDPICC framework to drive predictable growth.

• Identify prospect needs and effectively understand and respond to their objections

• Drive renewals and expansions in partnership with Customer Success, ensuring customer satisfaction and continued usage of Genesys Cloud.

• Act as a trusted advisor, providing strategic guidance on customer experience (CX) best practices and industry trends.

• Collaborate with partners and internal teams, including Professional Services, Customer Success, and Marketing, to drive customer engagement and growth.

• Track and forecast sales performance, ensuring accurate pipeline management in Salesforce.

• Negotiate and close in a predictable manner

• Thought Leadership – Provide expertise around particular areas of interest and be able to discuss industry trends and best practices

• Establish yourself as a ‘Trusted Advisor’ to customers

• Develop innovative ideas and develop new approaches to the internal team (Sales Development Representative SDR).

• Assist in enhancing the current team environment.

• Respect and follow the One Genesys Values to deliver Experience as a Service, Embrace Empathy, Fly in Formation and Go Big

Minimum Requirements:

• Track record of success in selling Cloud and/or Digital products

• 4+ years of experience selling CCaaS, SaaS, or Customer Engagement solutions with a proven track record in expansion sales.

• Strong background in upselling, cross-selling, and renewals within an existing install base.

• Managing a complex and consultative sales environment utilising MEDDPICC for opportunity management

• Experience working with partners and as a direct seller

• Ability to demonstrate a commitment to excellence with a strong business acumen

• Expert communication and active listening skills

• Excellent objection handling, persuasive and negotiating abilities

• Strong collaboration skills, with ability to work with multiple team members

• Ability to multi-task and manage multiple streams of work simultaneously

• Proven record of meeting/exceeding established sales goals

• Evidence of being able to communicate at all levels within the prospect’s organisation, as well as managing internal stakeholders

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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 Cloud™ 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:

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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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