Technical Account Manager

Genesys; Remote; USD 76,000 - 134,000; Full time

Job summary

A leading customer experience technology company is seeking a Technical Account Manager in Arizona to drive customer success through technical expertise. In this role, you will build strong relationships with customers, manage technical inquiries, and collaborate with cross-functional teams. The ideal candidate has a background in customer success with robust communication skills and experience in cloud technologies. This position offers a market-competitive salary and a range of employee benefits including flexible work schedules and medical insurance.

Benefits

Medical, Dental, and Vision Insurance

Flexible work schedules

401(k) matching program

Open Time Off

Qualifications

• 3+ years of relevant work experience in Customer Success or Contact Center Management.
• Hands-on experience with cloud technologies and IT systems.
• Ability to communicate with technical and executive-level leaders.

Responsibilities

• Become a trusted technical resource for customers.
• Collaborate with Customer Care and DevOps.
• Lead Operational Reviews with key customers.
• Manage At-Risk situations with cross-functional plans.

Skills

Excellent communication

Conflict management

Negotiation skills

Customer Success

Technical background in CX software

Education

BA/BS Degree (or equivalent)

Tools

MS Office

Cloud contact center technologies

Job description

Overview

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for 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. 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.

Position

The Technical Account Manager (TAM) is responsible for delivering 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 to manage and grow customer relationships, establish partnership and collaboration inside the organization, own outcomes and deliver feedback for continuous improvement, while focusing on Genesys platform adoption and seamless utilization. The TAM will participate in 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 leadership.

Ideal Candidate

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 practical application of 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.

Responsibilities

• Become a trusted and reliable technical resource for 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 reproducing customers’ issues, and 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.
• Proactively inform assigned customers of solution changes or potential disruptions to their service and advise on risk management strategies.
• Act as liaison to Product Management for roadmap conversations covering strategy and feature prioritization.
• Be an active participant of the Genesys Community.
• Engage with Customer and/or Partner on project planning and defining mitigation planning for identified risks and items on the critical path.
• Monitor trends and deliver proactive reviews with recommendations.
• Play a key role in the Genesys team’s efforts toward achieving customers’ success with the Genesys platform, including conference calls and executive-level updates to share status, action plans, ownership, and timelines.
• Effectively manage At-Risk situations with a holistic cross-functional plan addressing current state and continuous improvement opportunities.
• Analyze business needs and translate them into technical features/use cases to address client requirements.

Qualifications/Requirements

• 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, and Reporting, with hands-on experience setting up agents and groups, building basic IVR and routing call flows, schedules, and reports.
• Theoretical and practical knowledge in several major computer technology disciplines (AI/Machine Learning, Network/OS administration, programming, Database administration, etc.).
• 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 with empathy, respect and cordial appreciation.
• Professional oral and written communication skills and effective presentation skills to all management levels.
• Ability to write executive-level summaries, document and track meeting minutes, monitor delegated tasks, and report to stakeholders.
• Established project management skills and ability to handle several parallel assignments.
• Demonstrated personal accountability and willingness to improve situations rather than assign blame.
• Maintain up-to-date Product Certifications of applicable Genesys Solution portfolio after hire.
• Ability to work in a collaborative team to achieve clearly defined goals and objectives.
• Additional abilities include:

• 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

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.

$76,100.00 - $133,900.00

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

Click here to view a summary overview of our Benefits.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. To learn more, visit www.genesys.com.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [e-mail]. You can expect a response within 24–48 hours. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation may not receive a response.

Equal Opportunity

Genesys is an equal opportunity employer committed to fairness 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.