Senior Technical Account Manager

Build something new with a world-class team.

At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?

The Senior Technical Account Manager (Senior TAM) is responsible to deliver technical success to the Genesys customers by being a multi-tasking, relentless problem solver, who can represent Genesys brand in the most complex situations for any caliber accounts. The Senior TAM must demonstrate professionalism, accountability and experience, manage and grow customer relationships, establish partnership and collaboration inside of the organization, own outcomes and deliver feedback for continuous improvement, while focusing on Genesys platform adoption and seamless utilization. Senior TAM will show initiative to enhance methodology, take on side projects for internal processes, cross functional boundaries to achieve results, work flexible hours, embrace company culture and adopt to ongoing change. The Senior TAM is expected to be passionate for innovation, understand business strategy, bring new team members on-board, and participate in strategic initiatives as assigned by the leadership.

The Senior TAM will operate as One Genesys and lead cross-functional efforts to advocate for customers’ needs and success. By demonstrating strong technical acumen and ownership, as well as driving outcomes, managing relationships and challenging decisions, the Senior TAM will act as a leader whose prime goal is to be a true champion of the excellent Customer Experience.

**Responsibilities**:

- Be the most trusted and reliable technical resource for your customers, possessing excellent product knowledge and helping navigate through architecture, usability, adoption, and best practices questions.
- Collaborate with the Genesys Customer Care experts and DevOps specialists by making best effort to reproduce your customers’ issues, as well as providing insight into their history, timelines, priorities and business needs.
- Build strong relationships with customers and partners on all levels, including technical, business and executive.
- Become key partner to the Customer Success practice, providing advanced technical knowledge and expertise, and work within the account team towards a common goal.
- Lead Operational Reviews where desired outcomes are achieved by providing recommendations specific to customers’ business or deployment needs.
- Proactive with assigned customers informing of solution changes or potential disruptions to their service and advise on managing risk strategies.
- Act as liaison to Product Management for roadmap conversations covering strategy and feature prioritization.
- Be an active participant of the Genesys Community by delivering in-depth and methodical recommendations.
- Engage with Customer and/or Partner on the project planning effort as well as defining mitigation planning for identified risks and items on the critical path.
- Monitor trends and deliver proactive review with recommendations.
- Create and deliver training materials as assigned to new hires.
- Lead all necessary Genesys team’s efforts towards achieving your customers’ success with the Genesys platform, including conference calls, executive level updates to share status, action plans, ownership and timelines.
- Ability to effectively manage complex At-Risk situations where a holistic cross functional plan is developed to address current state and identify continuous improvement opportunities.
- Able to analyze business needs and translate them into technical features/uses cases to address client’s requirements.
- Define and establish best practices on how to deliver world class service to Genesys customers.

Minimum requirements:

- BA/BS Degree (or equivalent)
- Minimum of 5 years of relevant work experience in one or more areas: Customer Success, Contact Center Management, Solutions Consulting.
- Strong knowledge of Cloud contact center technologies ranging from IP Telephony, Intelligent Routing, WFM, Reporting, with hands on experience setting up agents and groups, building basic IVR and routing call flows, schedules, reports, etc.
- Theoretical and practical knowledge in several of the major computer technology disciplines, aka AI/Machine Learning, Network/OS administration, programming, Database administration etc.
- Knowing a scripting language, aka Python, is a plus.
- Must possess a strong working knowledge of MS office productivity tools.
- Experience with escalation and risk management processes and procedures.
- Ability to independently manage/resolve conflicts within a multi-cultural environment by demonstrating genuine empathy, deep respect and cordial appreciation.
- Professional oral and written communication skills.
- Effective presentation skills to all management levels.
- Demonstrate ability to write executive level summaries, document and track meeting minutes, monitor