Technical Account Management Senior Manager

Genesys

18h

About The Position

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. As a Technical Adoption Champion at Genesys, you’ll be at the forefront of transforming customer experiences by driving the adoption of our powerful platform. This role isn’t just about technology; it’s about building strong, customer-centric relationships and influencing outcomes that drive real value. Your expertise will shape how our customers experience and leverage Genesys to its fullest potential. You’ll be working with both C-level executives as well as day to day practitioners to go wide and deep across our customer base. If you have a passion for showcasing technology, delivering executive presentations, building cutting edge innovation, then this role is for you… Your Role and Responsibilities You’ll collaborate closely with key accounts to create impactful adoption strategies, ensuring every customer maximizes their use of the Genesys platform.

Requirements

12-15 years in Customer Success, Contact Center Management, Solutions Consulting, or Technical Account Management.
Professionalism, communication, and a commitment to customer success are essential.
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

Responsibilities

Promoting New Features: Collaborate with Technical Account Managers (TAMs) to introduce and drive adoption of innovative features.
Engaging with Executives: Present to and resolve conflicts with executive stakeholders, fostering long-term trust.
Effective Communication: Produce executive summaries, reports, and concise presentations for customer alignment.
Cross-Functional Collaboration: Partner across teams to manage and deliver on tasks that meet customer goals.
Technical Guidance: Act as a trusted advisor, sharing insights on platform architecture, usability, and best practices.