Technical Account Manager

📁
Customer Care
📅
200001C2 Requisition #

The Technical Account Manager (TAM) is responsible to deliver technical success to 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 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. The TAM will participate and lead side projects for internal processes, cross-functional boundaries to achieve results, work flexible hours, embrace company culture, and adapt to ongoing change. The TAM is expected to be passionate about innovation, understand business strategy, and participate in strategic initiatives as assigned by the leadership.

The ideal candidate has excellent communication, conflict management, and negotiation skills, has contact center business experience or education, comes with a strong technical background in CX enterprise software, and brings the practical application of the SaaS methodologies.  The TAM must be proficient in communicating with technical as well as senior business leaders up to the executive level.  The TAM should also be versed in understanding business requirements, anticipating barriers, and initiating creative solutions.

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

Key Responsibilities:

  • Become a trusted and reliable technical resource for your customers, possessing 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 the 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 a key partner to the Customer Success practice, providing 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 advice on managing risk strategies.
  • Act as a liaison to Product Management for roadmap conversations covering strategy and feature prioritization.
  • Be an active participant in the Genesys Community.
  • 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.
  •  Play a key role in the 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 At-Risk situations where a holistic cross-functional plan is developed to address the current state and identify continuous improvement opportunities.
  • Able to analyze business needs and translate them into technical features/uses cases to address the client’s requirements. 

Qualifications/Requirements:

  • Fluent in both English and Spanish
  • BA/BS Degree (or equivalent)
  • Minimum of 3 years of relevant work experience in one or more areas: Customer Success, Contact Center Management, Solutions Consulting.
  • General 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 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 delegated tasks, and reporting to the stakeholders.
  • Must have established project management skills and the ability to handle several parallel assignments.
  • Demonstrate the cultivation of personal accountability with examples of stepping up to improve situations rather than looking for who to blame.
  • Once hired, maintain up to date Product Certifications of applicable Genesys Solution portfolio.
  • Function in a collaborative team approach to achieve clearly defined goals and objectives.
  • Also required are abilities to:
    • Work well in a Global and Cross-functional team
    • Handle and be trusted with confidential and/or sensitive information
    • Work in a fast-paced, constantly changing environment
    • Be flexible and handle multiple projects in an organized, timely manner
    • Work flexible hours as necessary
    • Be a proactive, innovative thinker
    • Challenge status quo and foster a continuous improvement attitude

About Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com. 

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, disability, veteran status, and other protected characteristics. #LI-DK1

 

 

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