Technical Account Management Advanced

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.

Senior Technical Account Manager (Senior TAM) - Job Summary

The Senior TAM ensures customer success by providing advanced technical expertise, managing complex accounts, and fostering strong relationships at all levels. The role emphasizes platform adoption, proactive problem-solving, and cross-functional collaboration to deliver excellent customer experiences.

Key Responsibilities

• Serve as a trusted technical advisor on Genesys platform architecture, usability, and best practices.
• Collaborate with Customer Care and DevOps to resolve issues and align with customer priorities.
• Build and maintain relationships across technical, business, and executive levels.
• Support Customer Success teams with technical knowledge to achieve common goals.
• Lead operational reviews, manage risks, and communicate solution updates proactively.
• Advocate for customers in roadmap discussions and feature prioritization.
• Monitor trends, provide proactive recommendations, and create training materials.
• Manage at-risk situations with cross-functional plans for resolution and improvement.
• Translate business needs into technical use cases and define best practices for service delivery.

Qualifications

• Education: BA/BS degree (or equivalent).
• Experience: Minimum 5 years in Customer Success, Contact Center Management, or Solutions Consulting.
• Skills:
  • Expertise in cloud contact center technologies (e.g., IP Telephony, IVR, Routing, WFM).
  • Knowledge of computer technology disciplines (AI, Networking, Programming, etc.); Python scripting is a plus.
  • Proficiency in MS Office, escalation, and risk management.
  • Strong communication, conflict resolution, and executive-level presentation skills.
  • Proven ability in project management and handling parallel assignments.
• Certifications: Maintain updated Genesys product certifications after hiring.

Attributes

• Initiative-driven, adaptable to change, and passionate about innovation.
• Effective in global, fast-paced, and cross-functional environments.
• Proactive thinker with a focus on continuous improvement and collaboration.

The Senior TAM acts as a leader and advocate for customers, ensuring technical excellence and fostering adoption to enhance customer loyalty and success.

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.  

$90,400.00 - $168,000.00

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 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:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered