Sr. Technical Account Manager

Genesys; Elche; Presencial; EUR 50.000 - 90.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Senior Technical Account Manager to enhance customer experiences through innovative solutions. This role involves building strong relationships, managing complex situations, and ensuring seamless utilization of the Genesys platform. The ideal candidate will possess excellent communication skills and a solid technical background, driving customer success while collaborating across functions. Join a dynamic team that values empathy and innovation, where your expertise will significantly impact customer satisfaction and operational excellence.

Servicios

Flexible working hours

Ownership of work

Collaborative environment

Professional development opportunities

Formación

• 5+ years in Customer Success or Contact Center Management.
• Strong knowledge of Cloud technologies and IP Telephony.
• Proficiency in conflict management and communication.

Responsabilidades

• Serve as a trusted technical resource for customers.
• Collaborate with teams to resolve customer issues.
• Lead operational reviews and ensure customer success.

Conocimientos

Cloud contact center technologies

IP Telephony

Intelligent Routing

WFM

Reporting

Conflict management

Communication skills

Project management

Scripting languages (Python)

Educación

BA / BS Degree

Herramientas

MS Office

Descripción del empleo

Sr. Technical Account Manager

Apply locations: Spain | Time type: Full time | Posted on: Posted 10 Days Ago | Job requisition id: JR107184

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency, and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Role : Senior Technical Account Manager

Location : Madrid (flexible)

Summary of Position :

The Senior Technical Account Manager (Senior TAM) is responsible for delivering technical success to Genesys customers by being a multi-tasking, relentless problem solver who can represent the Genesys brand in complex situations for any account size. The Senior TAM must demonstrate professionalism, accountability, and experience, manage and grow customer relationships, establish partnerships and collaboration within the organization, own outcomes, and provide feedback for continuous improvement. The focus is on Genesys platform adoption and seamless utilization. The Senior TAM should show initiative to enhance methodology, undertake side projects for internal processes, work across functions to achieve results, work flexible hours, embrace company culture, and adapt to ongoing change. Passion for innovation, understanding business strategy, onboarding new team members, and participating in strategic initiatives are essential.

The ideal candidate has excellent communication, conflict management, and negotiation skills, experience or education in contact center business, a strong technical background in CX enterprise software, and practical knowledge of SaaS methodologies. The Senior TAM must communicate effectively with technical teams and senior business leaders up to the executive level. They should also be adept at understanding business requirements, anticipating barriers, and initiating creative solutions.

The Senior TAM will operate as One Genesys, leading cross-functional efforts to advocate for customer success. Demonstrating strong technical acumen, ownership, and driving outcomes while managing relationships and challenging decisions, the Senior TAM acts as a leader and champion of excellent Customer Experience.

Responsibilities :

1. Be the most trusted and reliable technical resource for your customers, possessing excellent product knowledge and helping navigate architecture, usability, adoption, and best practices questions.
2. Collaborate with Genesys Customer Care and DevOps specialists to reproduce customer issues and provide insights into their history, timelines, priorities, and business needs.
3. Build strong relationships with customers and partners at all levels, including technical, business, and executive.
4. Partner with the Customer Success team, providing advanced technical expertise and working towards common goals.
5. Lead Operational Reviews to achieve desired outcomes, offering recommendations specific to customer needs.
6. Proactively inform customers of solution changes or potential disruptions and advise on risk management strategies.
7. Act as a liaison to Product Management for roadmap discussions, strategy, and feature prioritization.
8. Participate actively in the Genesys Community by delivering in-depth recommendations.
9. Engage with customers or partners on project planning and risk mitigation efforts.
10. Monitor trends and deliver proactive reviews with recommendations.
11. Create and deliver training materials for new hires as assigned.
12. Lead efforts to ensure customer success with the Genesys platform, including conference calls, executive updates, and action plans.
13. Manage complex At-Risk situations with holistic, cross-functional plans to address current states and identify improvement opportunities.
14. Analyze business needs and translate them into technical features or use cases.
15. Establish best practices for delivering world-class service to Genesys customers.

Qualifications / Requirements :

1. BA / BS Degree (or equivalent)
2. Minimum of 5 years of relevant experience in Customer Success, Contact Center Management, or Solutions Consulting.
3. Strong knowledge of Cloud contact center technologies, including IP Telephony, Intelligent Routing, WFM, Reporting, with hands-on experience in setting up agents, building IVRs, routing call flows, schedules, and reports.
4. Theoretical and practical knowledge in major computer disciplines such as AI / Machine Learning, Network / OS administration, programming, Database administration, etc.
5. Knowledge of scripting languages like Python is a plus.
6. Proficiency with MS Office tools.
7. Experience with escalation and risk management processes.
8. Ability to manage conflicts in a multicultural environment with empathy and respect.
9. Strong communication skills, both oral and written.
10. Effective presentation skills for all management levels.
11. Ability to write executive summaries, document meetings, monitor tasks, and report to stakeholders.
12. Well-established project management skills and ability to handle multiple assignments.
13. Personal accountability and proactive attitude.
14. Maintain up-to-date Product Certifications for Genesys solutions.
15. Ability to organize, motivate, and lead teams to achieve goals.
16. Additional abilities include:

• Working well in a global, cross-functional team.
• Handling confidential information responsibly.
• Adapting to a fast-paced, changing environment.
• Managing multiple projects efficiently.
• Working flexible hours as needed.
• Thinking proactively and innovatively.
• Challenging the status quo and fostering continuous improvement.