Account Director, Strategic

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.

Strategic Account Directors at Genesys shape the growth and long-term success of our most important enterprise customer relationships across the NOLA region. This role owns the end-to-end account strategy for a portfolio of strategic customers, connecting their business priorities with cloud, AI, automation, customer experience, and contact center solutions that improve customer engagement, operational performance, and business value.

You will partner directly with C-level executives and senior decision-makers to understand transformation priorities, influence technology investment strategies, and build measurable business cases for change. With ownership of account growth, executive relationships, pipeline development, and complex commercial opportunities, you will coordinate resources across Solutions Consulting, Customer Success, Professional Services, Product, Marketing, and leadership to deliver a consistent customer experience.

At Genesys, we help organizations create better customer and employee experiences through empathy, innovation, and AI-powered experience orchestration. Success in this role requires the ability to build trusted relationships, bring teams together around customer outcomes, and pursue ambitious opportunities that create sustainable value for both customers and Genesys.

The role provides significant exposure to enterprise transformation initiatives, regional and global leadership, and complex strategic accounts. You will expand your influence across the Genesys ecosystem while helping define how some of the region's largest organizations approach customer experience, cloud transformation, AI, automation, and digital engagement.

Key Responsibilities:

• Own the end-to-end strategy for assigned enterprise accounts across NOLA, driving sustainable revenue growth, customer value, retention, and long-term partnership

• Develop comprehensive account plans that connect customer business priorities, transformation agendas, stakeholder landscapes, competitive dynamics, and commercial opportunities

• Drive account expansion through new business, upsell, cross-sell, and renewal opportunities across multiple business units, functions, and executive stakeholders

• Lead complex enterprise sales cycles from discovery and qualification through value definition, business case development, negotiation, and close

• Build trusted relationships with C-level executives and senior leaders, influencing strategic conversations around customer experience, operational efficiency, AI, automation, innovation, and return on investment

• Translate customer transformation priorities into compelling cloud, customer experience, contact center, omnichannel, AI, and automation strategies that deliver measurable business value

• Develop executive-level proposals, presentations, value propositions, and business cases that establish clear commercial and customer outcomes

• Drive alignment across Solutions Consulting, Customer Success, Professional Services, Product, Marketing, and leadership to mobilize the right expertise around strategic customer priorities

• Strengthen account penetration by building relationships across customer organizations and identifying new stakeholders, use cases, workloads, and transformation opportunities

• Maintain disciplined pipeline management, forecasting, account planning, and CRM practices to improve visibility, predictability, and execution

• Monitor customer adoption, satisfaction, competitive activity, and market developments to identify account risks and growth opportunities early

• Lead strategic customer initiatives that deepen executive engagement, accelerate enterprise adoption, and position Genesys as a long-term business partner

Required Qualifications:

• 8+ years of experience in enterprise sales, strategic account management, B2B technology sales, business development, or a related commercial role

• Proven track record of managing and growing large, complex enterprise accounts with multiple stakeholders, business units, and decision-makers

• Demonstrated success achieving revenue targets through account expansion, new business, upsell, cross-sell, and renewals

• Strong background in consultative and value-based selling within complex enterprise technology environments

• Proven ability to establish credibility with C-level executives and influence senior stakeholders through strategic, outcome-focused conversations

• Experience navigating complex enterprise sales cycles involving business, technical, procurement, finance, and executive stakeholders

• Strong commercial and financial acumen, including experience articulating ROI, developing business cases, and connecting technology investments to measurable business value

• Experience developing strategic account plans, executive proposals, presentations, value propositions, and commercial strategies

• Strong negotiation, executive communication, relationship management, and presentation capabilities

• Ability to operate effectively across cross-functional, regional, and highly matrixed organizations

• Strong pipeline management, forecasting, and CRM discipline

• Professional fluency in Spanish and English, with the communication skills required to engage enterprise customers and internal stakeholders across regional and global environments

Preferred Qualifications:

• Experience in SaaS, cloud technology, customer experience, contact center, AI, telecommunications, or enterprise software

• Experience managing strategic or named enterprise accounts across NOLA or Latin American markets

• Experience selling Customer Experience, Contact Center as a Service, omnichannel, cloud, AI, automation, or digital transformation solutions

• Strong understanding of enterprise customer environments and commercial dynamics across NOLA

• Experience working with regional or multinational enterprise customers

• Background with enterprise SaaS vendors, cloud providers, customer experience platforms, or technology solution providers

• Familiarity with enterprise sales methodologies such as MEDDPICC, Challenger, Value Selling, or comparable frameworks

• Experience collaborating across global or highly matrixed organization

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.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

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.

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Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.

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[email protected].

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.

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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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.