Manager, Technical Account Management

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🕒 March 27

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

🤖 Artificial Intelligence

☁️ SaaS

📡 Telecommunications

Artificial Intelligence • SaaS • Telecommunications

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Lead a 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 that the appropriate customer experience, business processes/metrics, and staffing are in place to meet evolving customer needs and expectations • Help define and build an organization that excels in delivering an exceptional Customer Experience with operational efficiency • Contribute to design and implement Cloud Genesys TAM services for both, direct and Partner based relationships comprising the Genesys Customer Experience Platform • Build and maintain strong relationships with internal departments and external partners to ensure customers 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 that Genesys is always represented in the most positive manner • Participate and represent Genesys Customer Success during pre-sales cycles and RFP responses as required.

🎯 Requirements

• Fluency in German and English is mandatory • BS degree in Computer Science with minor in Business or Business Management with minor Computer Science or Engineering, or equivalent industry experience • 5-8 years of relevant experience managing customer-facing, business or technical teams 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.

🏖️ Benefits

• Country Specific • See more Genesys benefits information at https://mygenesysbenefits.com/ • Covid-19 Safety for our employees and our communities is a key priority for Genesys.