Technical Account Management Principal

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.

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Job Description

At Genesys, we empower businesses to transform their customer experiences through cutting-edge AI-powered experience orchestration. As a Technical Adoption Champion, you will play a critical role in ensuring customers realize the full potential of our platform. This role is not just about technology—it’s about building strong, customer-centric relationships and driving measurable value.

If you are passionate about technology adoption, executive engagement, and fostering innovation, this role is for you.

Your Impact & Responsibilities

As a Technical Adoption Champion, you will:

• Drive Adoption & Value Realization – Partner with key accounts to develop strategic adoption plans, ensuring customers maximize their investment in Genesys.
• Promote Innovation – Collaborate with Technical Account Managers (TAMs) to introduce and champion new platform features that enhance customer outcomes.
• Engage with C-Level Executives – Build trusted relationships, deliver executive briefings, and resolve concerns with key decision-makers.
• Deliver Data-Driven Insights – Craft compelling executive summaries, performance reports, and strategic recommendations to align with customer objectives.
• Collaborate Cross-Functionally – Partner with Sales, Customer Success, and Product teams to drive seamless customer experiences.
• Provide Technical Guidance – Act as a trusted advisor, offering expertise on platform architecture, usability, and best practices.

What We’re Looking For

To excel in this role, you should have:

• 12-15 years of experience in Customer Success, Contact Center Management, Solutions Consulting, or Technical Account Management.
• A strong blend of technical acumen and customer-first mindset, with experience driving enterprise software adoption.
• Excellent communication and presentation skills, with a track record of engaging executive stakeholders.
• The ability to simplify complex technical concepts and align them with business goals.
• Strong problem-solving skills and a passion for continuous learning and innovation.

Why Join Genesys?

• Impactful Work – Help shape the future of customer experience transformation.
• Collaborative Culture – Work alongside industry leaders in an environment that values teamwork and innovation.
• Career Growth – Gain access to training, mentorship, and career advancement opportunities.

Ready to drive real change? Join us at Genesys and be a part of the future of customer experience.

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.  

$111,100.00 - $206,300.00

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 addit