Technical Account Manager

Job not on LinkedIn

🔥 53 minutes ago

🏈 Ohio, Massachusetts, +1 more states – Remote

🏈 Ohio – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote

💵 $76.1k - $133.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

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

• Serve as a trusted technical resource for customers, providing product knowledge and guidance on architecture, usability, adoption, and best practices • Collaborate with Customer Care and DevOps to reproduce customer issues and provide customer history, timelines, priorities, and business needs • Build strong relationships with technical, business, and executive-level customers and partners • Partner with Customer Success and account teams toward shared customer outcomes • Lead Operational Reviews and provide recommendations tailored to customer business or deployment needs • Proactively inform customers about solution changes or potential service disruptions and advise on risk strategies • Liaise with Product Management on roadmap strategy and feature prioritization • Participate in the Genesys Community • Engage customers and partners in project planning and mitigation planning for risks and critical-path items • Monitor trends and deliver proactive reviews with recommendations • Support customer success through conference calls, executive updates, action plans, ownership, and timelines • Manage At-Risk situations through holistic cross-functional plans and identify continuous improvement opportunities • Analyze business needs and translate them into technical features and use cases • Lead internal process side projects and cross-functional initiatives • Work flexible hours and adapt to ongoing change • Participate in strategic initiatives assigned by leadership

🎯 Requirements

• BA/BS degree or equivalent • Minimum 3 years of relevant work experience in Customer Success, Contact Center Management, or Solutions Consulting • General knowledge of cloud contact center technologies, including IP Telephony, Intelligent Routing, WFM, and Reporting • Hands-on experience setting up agents and groups, building basic IVR and routing call flows, schedules, and reports • Theoretical and practical knowledge of computer technology disciplines such as AI/Machine Learning, Network/OS administration, programming, or Database administration • Strong working knowledge of Microsoft Office productivity tools • Experience with escalation and risk management processes and procedures • Ability to manage and resolve conflicts in a multicultural environment • Professional oral and written communication skills • Effective presentation skills for all management levels • Ability to write executive-level summaries, document and track meeting minutes, monitor delegated tasks, and report to stakeholders • Established project management skills and ability to handle several parallel assignments • Ability to work in global and cross-functional teams • Ability to handle confidential and sensitive information • Ability to work in a fast-paced, constantly changing environment • Ability to manage multiple projects in an organized and timely manner • Willingness to work flexible hours as necessary • Proactive and innovative thinking • Ability to challenge the status quo and foster continuous improvement • Once hired, maintain up-to-date Product Certifications for the applicable Genesys Solution portfolio

🏖️ 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 • Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families • Mentorship, learning programs, leadership development and education support • Commission or performance-based bonus opportunities may be available