Hybrid Technical Account Manager

at Genesys

• Job title: Technical Account Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $76,100 - $133,900 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, Python
• Location requirements: Hybrid, United States

About the role

• Technical Account Manager ensuring customer success and platform adoption with Genesys Cloud software. Leading cross-functional efforts and maintaining strong customer relationships across multiple states.

Responsibilities

• Become a trusted and reliable technical resource for your 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 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 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.
• 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.
• 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.
• Play key role in 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.
• Ability to effectively manage 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.

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, 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 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, document and track meeting minutes, monitor delegated tasks, and reporting to the stakeholders.
• Must have 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.
• Function in collaborative team approach to achieve clearly defined goals and objectives.

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