Principal Technical Account Manager

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.

The Principal Technical Account Manager (Principal TAM) is responsible to deliver technical success to the 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 Principal 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. Principal TAM will show initiative to enhance methodology, take on side projects for internal processes, cross functional boundaries to achieve results, work flexible hours, embrace company culture and adapt to ongoing change. The Principal TAM is expected to be passionate for innovation, understand business strategy, guide and mentor all members of the Technical Account Management team, bring new team members on-board, and drive 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 practical application of the SaaS methodologies.  The Principal TAM must be exemplary in communicating with technical as well as senior business leaders up to the executive level.  The Principal TAM should also be highly versed in understanding business requirements, anticipating barriers and initiating creative solutions. 

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

Responsibilities: 

• Be the most trusted and reliable technical resource for your customers, possessing excellent 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 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 key partner to the Customer Success practice, providing advanced 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. 

• Be proactive with assigned customers informing of solution changes or potential disruptions to their service and advise on managing risk strategies. 

• Act as liaison to Product Management for roadmap conversations covering strategy and feature prioritization. 

• Be an active participant of the Genesys Community by delivering in-depth and methodical recommendations. 

• 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. 

• Develop and implement improvements to the existing TAM service delivery processes and procedures, create training materials, be an active coach to new hires/existing team members. 

• Lead all necessary 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. 

• Manage-up within the organization as well as supplement and represent Global TAM Leadership. 

• Ability to effectively manage complex At-Risk situations where a holistic cross functional plan is developed to address current state and identify continuous improvement opportunities. 

• Able to analyze business needs and translate them into technical features/uses cases to address client’s requirements. 

• Define and establish best practices on how to deliver world class service to Genesys customers. 

Qualifications/Requirements: 

• BA/BS Degree (or equivalent) 

• Minimum of 10 years of relevant work experience in one or more areas: Customer Success, Contact Center Management, Solutions Consulting. 

• Strong 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 independently 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, documents and track meeting minutes, monitor delegated tasks, and report to the stakeholders. 

• Must have well established project management skills and ability to handle several parallel assignments. 

• Demonstrate 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. 

• Organize, motivate, and lead in collaboration 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 

Benefits: 

• Medical, Dental, and Vision Insurance 

• Telehealth coverage 

• Flexible work schedules and work from home opportunities 

• Development and career growth opportunities 

• Open Time Off 

• 401(k) matching program 

• Adoption Assistance  

• Infertility treatments 

See more Genesys benefits information at https://mygenesysbenefits.com/ 

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.  

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

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

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Genesys is an equal opportunity employer committed to equity 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.