Technical Account Manager

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Job Title: Technical Account Manager

Location: Remote

Summary:

The Technical Account Manager (TAM) ensures that customers achieve their desired business outcomes through Genesys platforms and services. As a strategic and trusted business partner, TAMs provide proactive technical guidance from customer go-live through adoption and expansion. They identify and mitigate technical risks, as well as advise on best practices for platform configuration, optimization, and adoption. They are the customer's technical advocate within Genesys.

TAMs communicate with their customers frequently: in person, remotely, and in writing. They are engaged at all levels within the customer's organization, from front line resources to C-Suite executives. They build collaborative relationships at all customer levels, as well as with their partners within Genesys: Customer Success, Professional Services, Product Support, and Product Management.

TAMs are cross-functional problem solvers, identifying technical situations that put their customers at risk, proposing solutions, and bringing together the resources to implement those solutions. They understand the corporate strategy and represent Genesys in complex situations on accounts representing different verticals and business needs. They drive platform adoption and growth benefiting both their assigned customers and Genesys. They are responsible for continuous improvement of TAM deliverables and methodologies. The ideal candidate possesses:

• Excellent written, verbal, and communication skills; experience communicating effectively at all business levels.
• Ability to operate in a dynamic, fast paced environment through cross-functional collaboration, escalation management and negotiation skills.
• Contact center business experience, technical background in CX enterprise software and SaaS.
• Ability to develop and understand business requirements, anticipating barriers and initiating creative solutions.
• Ability to prioritize and manage multiple projects, customers, and activities.

Responsibilities:

• Become a trusted technical resource for customers, navigating with them through architecture, usability, adoption, and best practices.
• Perform regular Health Checks and Telemetry Analysis to identify risks and opportunities, ensuring business objectives and key performance indicators are met or exceeded.
• Analyze business needs and translate them into technical features/uses cases to address customer requirements. Deliver a Product Roadmap Review as it applies specifically to assigned customers.
• Document, present, and track Technical Success Plans for customers to achieve their business outcomes, as well as mitigation plans for identified risks. Provide Systemic Issue Analysis and RCA Insights where appropriate.
• Proactively communicate Product Release Reviews or potential disruptions of service and advise on risk management strategies. Identify and monitor trends; deliver proactive recommendations.
• Lead regular meetings with business and technical representation from customers for regular Technical Reviews and Executive Business Reviews to drive stability, innovation, and growth.
• Partner with Customer Success, Professional Services, Product Support, and Product Management to achieve customer's desired business outcomes. Provide customer specific expertise to these internal partners to ensure their success.

Qualifications/Requirements:

• BA/BS Degree (or equivalent)
• Minimum of 3 years of experience in one or more areas: Technical Account Management, Customer Success, Contact Center Management, Solutions Consulting.
• Minimum of 3 years of experience working in cross-functional and customer facing roles.
• Knowledge of Cloud contact center technologies ranging from IP Telephony, Intelligent Routing, Work Force Management (WFM), Reporting.
• Knowledge in several of the major computer technology disciplines, aka AI/Machine Learning, Network/OS administration, programming, Database administration etc. Knowledge of a scripting language aka Python is a plus.
• Experience with escalation and risk management processes and procedures. Ability to manage/resolve communication and conflicts respectfully within a global environment.
• Excellent written, verbal, and communication skills; experience communicating effectively at all business levels.
• Ability to prioritize and manage multiple projects, customers and activities

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.

$73,450.00 - $152,550.00

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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to diversity 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.