Account Director, Enterprise

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.

This role is responsible for driving revenue growth and long-term value across a portfolio of strategic enterprise accounts in Mexico, focusing on expansion, retention, and adoption of Genesys solutions.

At Genesys, we are redefining how the world’s largest enterprises engage with their customers through AI-powered experience orchestration, and this role plays a key part in deepening those relationships and scaling impact within existing customers.

As an Account Director, Enterprise, you will operate as a strategic partner to C-level stakeholders, aligning business priorities with CX transformation initiatives and ensuring continuous value realization. Success in this role comes from identifying expansion opportunities, increasing platform adoption, and positioning Genesys as a core enabler of customer experience and AI-driven innovation across multiple business units.

This opportunity is part of a talent pool for future enterprise roles in Mexico, targeting top-performing account managers who excel at growing strategic accounts and driving long-term customer value. You will work at the intersection of business strategy and technology, leveraging deep account knowledge to expand Genesys’ footprint within top-tier enterprises.

Key Responsibilities:

• Develop and execute strategic account plans focused on revenue growth, retention, and expansion within existing enterprise customers
• Identify and drive upsell and cross-sell opportunities across business units, increasing adoption of Genesys platforms and solutions
• Build and maintain strong relationships with C-level stakeholders (CEO, CIO, CTO, COO) to position Genesys as a long-term strategic partner
• Expand account footprint by aligning customer business objectives with CX transformation and AI-driven initiatives
• Lead complex commercial conversations, including renewals, expansions, and contract negotiations
• Collaborate with pre-sales, consulting, customer success, and partners to deliver value-driven solutions and ensure successful outcomes
• Monitor account health, adoption metrics, and customer satisfaction to proactively identify risks and growth opportunities
• Own revenue targets tied to account growth, renewals, and expansion, consistently delivering against quotas
• Drive executive engagement and account governance to ensure alignment, transparency, and long-term success

Required Qualifications:

• 10+ years of experience in enterprise account management within software, SaaS, cloud, or customer experience solutions
• Proven track record of growing revenue within existing enterprise accounts through upsell, cross-sell, and renewals
• Strong experience managing strategic relationships with C-level executives in large organizations
• Demonstrated ability to develop and execute account strategies focused on long-term value and expansion
• Experience managing complex commercial cycles, including renewals, negotiations, and multi-year agreements
• Strong business acumen with the ability to connect technology solutions to measurable business outcomes
• Fluency in English (business level)

Preferred Qualifications:

• Experience selling CX, contact center, AI, or cloud-based platforms
• Background in industries such as telecommunications, financial services, BPO, or large enterprise sectors in Mexico
• Experience working with partner ecosystems (SI, GSIs, consulting firms) to drive account growth
• Experience operating in global or matrixed organizations

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