Sr. Technical Account Manager

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. While we offer great benefits and perks similar to 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.

Job Profile :

Technical Account Management Advanced P4

Role :

Senior Technical Account Manager

Location : Madrid (flexible)

Summary of Position :

The Senior Technical Account Manager (Senior TAM) is responsible for delivering technical success to Genesys customers by being a multitasking, relentless problem solver who can represent the Genesys brand in complex situations for any caliber accounts. The Senior TAM must demonstrate professionalism, accountability, and experience in managing and growing customer relationships, establishing partnerships and collaboration within the organization, owning outcomes, and providing feedback for continuous improvement, with a focus on Genesys platform adoption and seamless utilization. The Senior TAM is expected to show initiative to enhance methodologies, take on side projects for internal processes, work across functional boundaries to achieve results, work flexible hours, embrace company culture, and adapt to ongoing change. They should be passionate about innovation, understand business strategy, bring new team members onboard, and participate in strategic initiatives as assigned by leadership.

The ideal candidate has excellent communication, conflict management, and negotiation skills, experience or education in contact center business, a strong technical background in CX enterprise software, and practical knowledge of SaaS methodologies. The Senior TAM must communicate effectively with technical and senior business leaders, including executive levels. They should also be highly skilled in understanding business requirements, anticipating barriers, and initiating creative solutions.

The Senior TAM will operate as One Genesys, leading cross-functional efforts to advocate for customer needs and success. By demonstrating strong technical acumen and ownership, managing relationships, and challenging decisions, the Senior TAM acts as a leader committed to delivering excellent customer experiences.

Responsibilities :

• Be the most trusted and reliable technical resource for your customers, possessing excellent product knowledge and helping navigate architecture, usability, adoption, and best practices questions.
• Collaborate with Genesys Customer Care and DevOps specialists to reproduce customer issues and provide insights into their history, priorities, and business needs.
• Build strong relationships with customers and partners at all levels, including technical, business, and executive.
• Partner with the Customer Success team, providing advanced technical expertise and working towards common goals.
• Lead Operational Reviews, providing recommendations tailored to customer needs.
• Proactively inform customers of solution changes or potential disruptions, advising on risk management strategies.
• Act as a liaison to Product Management for roadmap discussions, strategy, and feature prioritization.
• Participate actively in the Genesys Community by delivering in-depth recommendations.
• Engage with customers and partners during project planning and risk mitigation efforts.
• Monitor trends and deliver proactive reviews with recommendations.
• Create and deliver training materials for new hires.
• Lead efforts across Genesys teams to ensure customer success, including conference calls, executive updates, and action plans.
• Manage complex at-risk situations with holistic, cross-functional plans to address current issues and identify improvements.
• Analyze business needs and translate them into technical features or use cases.
• Establish best practices for delivering world-class service to Genesys customers.

Qualifications / Requirements :

If a Genesys employee referred you, please use the link they provided to apply.

About Genesys :

Genesys empowers over 8,000 organizations in more than 100 countries to improve loyalty and business outcomes by creating exceptional customer and employee experiences. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX at scale. As a cloud-native platform, it helps organizations differentiate through the right customer experience at the right time, enhancing workforce engagement, efficiency, and operational excellence. Visit our website for more information.

Reasonable Accommodations :

If you require accommodations during the application process, please contact us with your details and specific needs. We respond within 24-48 hours to assist you. Please provide your full name, country of residence, the job ID or title, and the accommodations requested.

Genesys is an equal opportunity employer, committed to diversity and inclusion. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, national origin, genetics, disability, military or veteran status, or other protected characteristics.

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