Partner Experience Manager - GSIs

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. Partner Experience Manager (Director / Senior Director), Global GSIs Job Description Reporting to Senior Director, GSI Partner & Alliances Partner coverage Accenture, Deloitte, IBM, Capgemini, Cognizant Scope One global role supporting regional teams Travel 25–40% (partner and customer engagements; delivery governance checkpoints; QBRs) Role Summary The 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. This role 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. Why This Role Exists Genesys wins with GSIs when we: Make it easy for partners to sell and deliver with us (clear engagement model, repeatable assets, predictable governance). Execute consistently in top accounts, so lighthouse engagements become references. Reduce internal and external friction through transparency and early risk detection. Use the ecosystem (GSIs + Strategic Technology Partners) to create differentiated, outcome-led customer experiences. Key Outcomes Owned 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). Core Responsibilities 1) Build joint delivery taxonomy per GSI partner 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: 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. Alignment 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. 2) Top pursuits: own the joint scoping + delivery-ready + success plan motion 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 ServiceNow where in play). Drive readiness reviews so proposals and SOWs are delivery-ready (scope integrity, governance, risk plan, success metrics). Focus is on a defined, limited set of priority accounts and opportunities per partner to ensure depth over breadth. 3) Engagement with Genesys Professional Services 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 4) Monitor partner practice health and close internal visibility gaps Create ongoing practice health and engagement transparency for each lead GSI to avoid conflict and maximize success. Establish and maintain a Partner Practice Health view (capability readiness, solutioning maturity, delivery capacity signals, delivery performance themes). Create “single source of truth” visibility for strategic GSI engagements within Genesys (who is engaged, where, in what capacity, and where conflict risk exists). Proactively surface and resolve conflicts, duplication, and misalignment between partner delivery and Genesys PS motions. 5) Drive adoption of agentic/A2A patterns where relevant (Salesforce + ServiceNow aware) Where relevant, support differentiated solution shaping by incorporating modern operating patterns and cross-platform workflows. Help teams identify where agentic / agent-to-agent (A2A) experiences can improve outcomes (e.g., faster resolution, end-to-end fulfillment, reduced handoffs). Ensure delivery plans account for workflow dependencies spanning Salesforce and ServiceNow. Coordinate with relevant solution architects and platform alliance counterparts to ensure a realistic integration and delivery approach. Result: Improved differentiation in strategic pursuits and stronger end-to-end customer outcomes. Tools & Operating Environment Salesforce : account/opportunity visibility, partner-influenced tracking, pursuit governance artifacts. ServiceNow : workflow/service delivery coordination, escalation workflows, delivery process visibility (where used). Partner and internal tooling: as applicable (document repositories, project trackers, enablement portals). Measures of Success (Scorecard) Bookings influence (required) Achievement of an annual bookings influence target (defined and tracked via an agreed partner-influenced attribution model in Salesforce). Top pursuit effectiveness Win-rate improvement on priority GSI pursuits supported. Percentage of top pursuits with complete joint scoping pack, success plan, and governance model before close. Reduced cycle time from discovery to “delivery-ready” scope. Partner Engagement & Behavior Increase in partner-led or partner-co-led pursuits involving Genesys Increase in partner-attached services on influenced deals Increased early-stage engagement (pre-RFP involvement) with GSIs Delivery governance outcomes (oversight) Reduction in major delivery escalations for strategic GSI lighthouse engagements. Increased on-time milestone adherence for tracked lighthouse engagements. Growth in referenceable outcomes from joint deliveries (case studies, customer quotes, expansion readiness). Visibility and conflict reduction Visibility coverage: percentage of strategic GSI engagements logged with clear delivery ownership and governance. Reduced instances of internal conflict and duplicated effort across Genesys and partner teams. Improving practice health indicators over time (capability readiness, staffing confidence). Reuse and scalability Adoption rate of the joint taxonomy and templates across regions (Americas/EMEA). Reuse rate of standard scoping/governance assets across multiple pursuits. Key Stakeholders Senior Director, GSI Partner & Alliances (direct manager). Global/regional GSI alliance leads and partner delivery leadership. Genesys Professional Services (global and regional leaders). Regional Sales leadership and pursuit teams (Americas, EMEA). Customer Success / Support leadership (handover-to-operate). Solution architecture / product specialists (especially where Salesforce/ServiceNow dependencies exist). Qualifications Required 10+ years in partner delivery operations, program leadership, customer success operations, enterprise delivery governance, consulting delivery management, or alliance execution roles. Proven experience operating across multi-party delivery (software vendor + GSI + enterprise customer) with clear governance and measurable outcomes. Strong pursuit-to-delivery discipline: scoping rigor, risk management, stakeholder alignment, and success planning. Ability to lead through influence across a global matrix organization (Sales, Alliances, PS, Customer Success, partner teams). Strong analytical and operational mindset—turning ambiguity into repeatable process and templates. Preferred Direct experience working at (or deeply with) one or more of: Accenture, Deloitte, IBM, Capgemini, Cognizant. Familiarity with enterprise CX programs (CCaaS / CRM / workflow) and delivery models. Working knowledge of Salesforce and ServiceNow operating environments (for engagement visibility and workflow dependencies). Exposure to agentic / automation-led CX concepts and end-to-end service transformation. Competencies (what “good” looks like) Partner-first operator: builds trust through clarity, follow-through, and transparency. Structured execution: templates, cadence, artifacts, quality gates—without creating bureaucracy. Commercial awareness: understands what drives bookings influence and how delivery readiness impacts win-rate. Conflict navigation: resolves ownership ambiguity early with facts, options, and recommended paths. Outcome orientation: anchors everything to measurable customer and business outcomes. Success in this role is measured by improved joint win rates, reduced delivery friction, and increased partner-led execution in strategic accounts. Compensation: This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $143,600.00 - $252,400.00 Benefits: Medical, Dental, and Vision Insurance. Telehealth coverage Flexible work schedules and work from home opportunities Development and career growth opportunities Open Time Off in addition to 10 paid holidays 401(k) matching program Adoption Assistance Fertility treatments Click here to view a summary overview of our Benefits. 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 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 . 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