Senior Tam

Description:

Genesys is a leader in AI-powered customer experience (CX) solutions. They are seeking a Senior Technical Account Manager (Senior TAM) who will be responsible for delivering technical success to Genesys customers. The role requires a multi-tasking problem solver with a strong background in CX enterprise software and SaaS methodologies, capable of managing complex customer situations and representing Genesys brand with professionalism. The Senior TAM will lead cross-functional efforts to advocate for customers' needs, ensuring seamless utilization of the Genesys platform and driving outcomes. The role involves working with both technical and senior business leaders, proactively identifying and resolving issues, and continuously improving internal processes.

Key responsibilities include:

• Act as the primary technical resource for customers, assisting with architecture, usability, adoption, and best practices

• Collaborate with Customer Care and DevOps specialists to reproduce customer issues and provide insights into their needs

• Build strong relationships across all customer levels, from technical to executive

• Lead Operational Reviews to achieve desired outcomes for customers' business or deployment needs

• Inform customers about solution changes and manage risk strategies

• Liaise with Product Management for roadmap discussions and feature prioritization

• Participate in the Genesys Community by providing methodical recommendations

• Lead efforts to achieve customer success, including executive updates, action plans, and timelines

• Manage complex at-risk situations and work towards continuous improvement opportunities

• Analyze business needs and translate them into technical features

Qualifications/Requirements:

• BA/BS Degree (or equivalent)

• Minimum 5 years of relevant experience in Customer Success, Contact Center Management, or Solutions Consulting

• Strong knowledge of Cloud contact center technologies, including IP Telephony, Intelligent Routing, WFM, Reporting

• Theoretical and practical knowledge in AI/Machine Learning, Network/OS administration, programming, and Database administration

• Strong working knowledge of MS Office tools

• Experience with escalation and risk management processes

• Professional communication and presentation skills

• Strong project management skills and ability to handle multiple assignments simultaneously

• Must maintain up-to-date Product Certifications of applicable Genesys Solution portfolio

Compensation & Benefits:

• Salary: $90,400.00 - $168,000.00, with potential commission and bonuses

• Medical, Dental, and Vision Insurance

• Telehealth coverage

• Flexible work schedules and work-from-home opportunities

• Development and career growth opportunities

• Open Time Off, plus 10 paid holidays

• 401(k) matching program

• Adoption Assistance and Fertility treatments