Technical Account Manager

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

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 Technical Account Manager (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 TAM must demonstrate professionalism, accountability, and experience, to 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 for 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 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:

• Act as a …