Manager, Technical Account Management

Genesys empowers more than 7,500 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 Manager of Technical Account Management is responsible for the effective execution of Technical Account Management services across the Genesys platform portfolio. Job duties include managing a team on a global scale, overseeing projects in alignment with organizational objectives, being a thought leader, driving innovation and adaptation to the accelerated industry growth. The candidate will have a solid technical background with strong business acumen. They will demonstrate ability to manage and motivate high performing teams. The role must demonstrate experience in creating and implementing methodologies and cultivating a work environment that develops leaders, grows CX champions, and focuses on Customer Success.

As the leader of the Technical Account Management team, you will be responsible for hiring and developing the careers of team members, driving process improvements across the organization, building relationships with cross-functional leadership, breaking silos, strategizing as One Genesys, all while influencing business decisions, driving transformation, designing service delivery models, and driving to support Genesys leadership on vision and brand. The role will be responsible for assigning team members to customers for delivery of committed service offers as well as continual follow-through to ensure obligations are met and resources are allocated effectively.

Skills for this position require applicants to build strong personal relationships, have a strong understanding of communications technology and cloud concepts, and the ability to set and manage expectations for customers. Along with the knowledge of methods to initialize, plan, execute, control and monitor a project, the role will use skills and leadership competencies for team building, client relations, negotiation, decision making, problem solving, and conflict management. The position will need to establish and lead a diverse team to effectively deliver per contractual obligations to customers.

Responsibilities include but are not limited to:

• Leada team of technical people by setting direction based on organizational objectives, overseeing planning, and successful execution

• Mentor and develop members of the team for ascension and promotion of company vision by embracing personal leading accountability

• Provide input to management peers for organizational planning and structure, budgets, and training

• Contribute to and implement strategic and tactical plans to ensure thatthe appropriate customer experience, business processes/metrics, and staffing are in place to meet evolvingcustomer needs and expectations

• Help define and build an organization that excels in delivering an exceptional CustomerExperience with operational efficiency

• Contribute to design and implement Premise and Cloud GenesysCare Offers for both, direct and Partner based relationships comprising theGenesysCustomer Experience Platform

• Build and maintain strong relationships with internal departments and external partners to ensurecustomers receive the highest quality support experience

• Establish and evolve key performance indicators (KPI’s) and benchmarks for measuring individual and team performance

• Define and execute improvement programs to address gaps identified from KPI measures

• Act as a point of contact for critical situations to ensure thatGenesysis always represented in the most positive manner

• Participate and representGenesysCustomer Success during pre-sales cycles and RFP responses as required.

Qualifications/Requirements:

• BS degree in Computer Science with minor in Business or Business Management with minor Computer Science or Engineering, or equivalent industry experience

• 7-10 years of relevant experience managing customer-facing, business or technicalteams in a fast-paced, dynamic environment

• Experience in Cloud Based and Premises delivery models

• 20%+ travel will be required

• Excellent written and verbal communication skills

• Ability to negotiate and to manage conflict: employ empathy to establish relationships with internal and external stakeholders that build confidence, trust, and loyalty

• Must be knowledgeable about best practices in contact center and communications industry to deliver experience as a Service

• Proficient at identifying areas for improvement in processes, tools, and techniques and the ability to define and execute improvement plans

• Strong Customer and Partner focus and credibility; ability to engage at Director and C-level

• Ability to create a positive, high-energy work environment; acknowledge and reward individual and team excellence; deliver fair and impartial performance assessment

• Capability to stay calm and operate effectively under stress.

#LI-CP1 #LI-Remote #LI-Onsite #LI-Hybrid

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:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

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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.