Sr. Technical Account Manager

buscojobs España; Madrid; Presencial; EUR 50.000 - 75.000; Jornada completa

Descripción de la vacante

A leading tech company seeks a Senior Technical Account Manager in Madrid to enhance customer success through technical expertise and relationship building. This role involves advocacy for customer needs, collaboration with multiple teams, and effective management of complex situations, ensuring customer satisfaction and Genesys platform adoption.

Formación

• 5+ years in Customer Success or Contact Center Management.
• Experience with AI / Machine Learning is a plus.
• Up-to-date product certifications for Genesys solutions.

Responsabilidades

• Serve as trusted technical resource for customers.
• Manage customer relationships and build partnerships.
• Lead operational reviews and risk management.

Conocimientos

Communication

Conflict Management

Negotiation

Technical Knowledge

Project Management

Educación

BA / BS Degree

Herramientas

MS Office

Descripción del empleo

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 worldwide who embrace empathy and foster collaboration to succeed. While we offer great benefits and perks similar to larger tech companies, our employees have the independence to make a significant impact on the company and take ownership of their work. Join us and help shape the future of customer experience.

Job Profile :

Technical Account Management Advanced P4

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 versatile, relentless problem solver who can represent the Genesys brand in complex situations across all account sizes. The Senior TAM must demonstrate professionalism, accountability, and experience in managing and growing customer relationships, establishing partnerships within the organization, owning outcomes, and providing feedback for continuous improvement, with a focus on Genesys platform adoption and seamless utilization. The role requires initiative, innovation, and the ability to work cross-functionally, adapt to change, and participate in strategic initiatives as directed by leadership.

The ideal candidate has excellent communication, conflict management, and negotiation skills, experience in contact center operations or education, a strong technical background in CX enterprise software, and practical knowledge of SaaS methodologies. The Senior TAM should be adept at communicating with technical teams and senior business leaders, understanding business requirements, anticipating obstacles, and crafting creative solutions.

As a leader, the Senior TAM will advocate for customer success, demonstrate technical ownership, drive outcomes, and foster a culture of excellent customer experience.

Responsibilities :

• Serve as a trusted technical resource, possessing excellent product knowledge to guide customers through architecture, usability, and best practices.
• Collaborate with Customer Care and DevOps teams to reproduce issues and provide insights into customer histories and needs.
• Build and maintain strong relationships across all levels, including technical, business, and executive contacts.
• Partner with Customer Success teams, providing advanced technical expertise.
• Lead operational reviews, providing tailored recommendations.
• Proactively inform customers of solution changes or potential disruptions and advise on risk management.
• Act as a liaison to Product Management for roadmap discussions.
• Participate actively in the Genesys Community, offering detailed recommendations.
• Engage in project planning, risk mitigation, and trend analysis.
• Create and deliver training materials for new hires.
• Coordinate efforts across teams to ensure customer success, including executive updates.
• Manage complex at-risk situations with holistic, cross-functional strategies.
• Analyze business needs and translate them into technical solutions.
• Establish best practices for delivering world-class service.

Qualifications / Requirements :

• BA / BS Degree or equivalent.
• Minimum 5 years relevant experience in Customer Success, Contact Center Management, or Solutions Consulting.
• Strong knowledge of cloud contact center technologies, including IP Telephony, Routing, WFM, and Reporting, with hands-on experience.
• Knowledge in AI / Machine Learning, Network / OS administration, programming, or databases; Python skills are a plus.
• Proficiency with MS Office tools.
• Experience with escalation and risk management processes.
• Excellent conflict resolution, communication, and presentation skills, capable of engaging all management levels.
• Strong project management skills, with the ability to handle multiple assignments independently.
• Personal accountability and proactive attitude.
• Up-to-date product certifications for Genesys solutions.
• Ability to work in a global, cross-functional environment, handle sensitive information, and adapt to a fast-paced, changing environment.

Note : If referred by a Genesys employee, please apply via the provided link. For accommodations, contact the specified email with your details.

J-18808-Ljbffr