Technical Account Manager

$62,550 - $122,650/Yr

Genesys

Full-time - Mid Level

Remote

5,001-10,000 employees

Fabricated Metal Product Manufacturing

About the position

The Technical Account Manager (TAM) at Genesys plays a crucial role in ensuring the technical success of our customers by acting as a multi-tasking, relentless problem solver. This position requires a professional who can represent the Genesys brand effectively in complex situations across various account levels. The TAM is responsible for managing and growing customer relationships, establishing partnerships, and collaborating within the organization to enhance customer experience and platform adoption. The role involves leading internal projects, working flexible hours, and adapting to ongoing changes while embracing the company culture. The TAM is expected to be passionate about innovation, understand business strategies, and participate in strategic initiatives as assigned by leadership. The ideal candidate will possess excellent communication, conflict management, and negotiation skills, along with a background in contact center business or education. A strong technical foundation in customer experience (CX) enterprise software and practical application of SaaS methodologies is essential. The TAM must be proficient in communicating with both technical and senior business leaders, understanding business requirements, anticipating barriers, and initiating creative solutions. This role requires the TAM to operate as One Genesys, leading cross-functional efforts to advocate for customer needs and success, demonstrating technical acumen, and driving outcomes while managing relationships and challenging decisions. Key responsibilities include acting as a trusted technical resource for customers, collaborating with Genesys Customer Care and DevOps specialists, building strong relationships across all levels, leading operational reviews, proactively informing customers of solution changes, and acting as a liaison to Product Management. The TAM will also engage in project planning, monitor trends, manage at-risk situations, and analyze business needs to translate them into technical features or use cases that address client requirements.

Responsibilities

• Act as a trusted and reliable technical resource for customers, providing product knowledge and guidance on architecture, usability, adoption, and best practices.
• Collaborate with Genesys Customer Care experts and DevOps specialists to reproduce customer issues and provide insights into their history and business needs.
• Build strong relationships with customers and partners at all levels, including technical, business, and executive.
• Serve as a key partner to the Customer Success practice, providing technical knowledge and expertise.
• Lead operational reviews to ensure desired outcomes are achieved, providing recommendations specific to customers' needs.
• Proactively inform assigned customers of solution changes or potential service disruptions and advise on risk management strategies.
• Act as a liaison to Product Management for roadmap discussions regarding strategy and feature prioritization.
• Participate actively in the Genesys Community.
• Engage with customers and/or partners in project planning and defining mitigation strategies for identified risks.
• Monitor trends and deliver proactive reviews with recommendations.
• Play a key role in achieving customer success with the Genesys platform, including conference calls and executive updates.
• Effectively manage at-risk situations with a holistic cross-functional plan to address current states and identify improvement opportunities.
• Analyze business needs and translate them into technical features or use cases.

Requirements

• BA/BS Degree (or equivalent).
• Minimum of 3 years of relevant work experience in Customer Success, Center Management, or Solutions Consulting.
• General knowledge of Cloud contact center technologies, including IP Telephony, Intelligent Routing, and Workforce Management, with hands-on experience in setting up agents and groups, building IVR, and routing call flows.
• Theoretical and practical knowledge in major computer technology disciplines such as AI/Machine Learning, Network/OS administration, programming, and Database administration.
• Strong working knowledge of MS Office productivity tools.
• Experience with escalation and risk management processes and procedures.
• Ability to manage and resolve conflicts in a multi-cultural environment with empathy and respect.
• Professional oral and written communication skills.
• Effective presentation skills to all management levels.
• Ability to write executive-level summaries, document meeting minutes, and monitor delegated tasks.
• Project management skills and ability to handle multiple assignments simultaneously.
• Demonstrated personal accountability and a proactive approach to improving situations.
• Ability to work collaboratively in a team to achieve defined goals and objectives.
• Trustworthiness with confidential and sensitive information.
• Ability to work in a fast-paced, constantly changing environment.
• Flexibility to work hours as necessary.
• Proactive and innovative thinking, with a willingness to challenge the status quo.

Nice-to-haves

• Experience in the contact center industry.
• Familiarity with SaaS methodologies and cloud technologies.
• Knowledge of customer experience best practices.

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.