Sr. Technical Account Manager

<p>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.</p><p></p><p>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.</p><p></p><p><span><span>Job Profile: Technical Account Management Advanced - P4</span></span><span> </span></p><p><span> </span></p><p><span> </span></p><p><b><span>Role: </span><span>Senior </span><span>Technical Account Manager</span></b><span> </span></p><p><span><b>Location</b>: Madrid ( flexible)</span></p><p><b><span>Summary of Position:</span></b><span> </span></p><p><span> </span></p><p><span><span>The </span><span>Senior </span><span>Technical Account Manager (</span><span>Senior </span><span>TAM) is responsible to deliver technical success to the Genesys customers by being a multi-tasking, relentless problem solver, who </span><span>can</span><span> </span><span>represent</span><span> </span><span>Genesys</span><span> brand in the most complex situations for any caliber accounts. The </span><span>Senior</span><span> TAM </span><span>must</span><span> </span><span>demonstrate</span><span> professionalism, </span><span>accountability</span><span> and experience, </span><span>manage</span><span> and grow customer relationships, </span><span>establish</span><span> partnership and collaboration inside of the organization, own outcomes and deliver feedback for continuous improvement, while focusing on Genesys platform adoption and seamless </span><span>utilization</span><span>. </span><span>Senior</span><span> </span><span>TAM</span><span> will show initiative to enhance </span><span>methodology</span><span>, take on side projects for internal processes, cross functional boundaries to achieve results, work flexible hours, embrace company </span><span>culture</span><span> and </span><span>adapt</span><span> to ongoing change. The </span><span>Senior</span><span> TAM is expected to be passionate for innovation, understand business strategy,</span><span> </span><span>bring new team members on-board, and </span><span>participate</span><span> in </span><span>strategic initiatives as assigned by the leadership. </span></span><span> </span></p><p><span><span>The ideal candidate has excellent communication, conflict management and negotiation skills, has contact center business experience or education, comes with a strong technical background in CX enterprise software, and brings practical application of the </span><span>SaaS </span><span>methodologies</span><span>.  </span><span>The </span><span>Senior</span><span> </span><span>TAM</span><span> </span><span>must be exemplary in communicating with technical as well as senior business leaders up to the executive level</span><span>.  </span><span>The </span><span>Senior</span><span> TAM</span><span> should also be highly versed in understanding business requirements, </span><span>anticipating</span><span> barriers and </span><span>initiating</span><span> creative solutions.</span></span><span> </span></p><p><span><span>The </span><span>Senior</span><span> TAM will </span><span>operate</span><span> as One Genesys and </span><span>lead cross</span><span>-functional efforts to advocate for customers’ needs and success. By </span><span>demonstrating</span><span> strong technical </span><span>acumen</span><span> and</span><span> </span><span>ownership, as well as driving outcomes, managing </span><span>relationships</span><span> and challenging decisions, the </span><span>Senior</span><span> </span><span>TAM</span><span> will act as a leader</span><span> </span><span>whose prime goal is to </span><span>be</span><span> a true </span><span>champion</span><span> of the excellent Customer Experience.</span></span><span> </span></p><p><b><span>Responsibilities</span><span>:</span></b><span> </span></p><ul><li><p><span><span>Be the most trusted and reliable technical resource for your customers, </span><span>possessing</span><span> excellent product knowledge and helping navigate through architecture, usability, adoption, and best practices questions.</span></span><span> </span></p></li></ul><ul><li><p><span><span>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, </span><span>priorities</span><span> and business needs.</span></span><span> </span></p></li></ul