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.

The Senior Manager of Technical Account Management is responsible for the effective execution of Technical Account Management services across the Genesys platform portfolio. Job duties include managing a team on a global scale, overseeing projects in alignment with organizational objectives, being a thought leader, driving innovation and adaptation to the accelerated industry growth. The candidate will have a solid technical background with strong business acumen. They will demonstrate ability to manage and motivate high performing teams. The Senior Manager must demonstrate experience in creating and implementing methodologies and cultivating a work environment that develops leaders, grows CX champions, and focuses on Customer Success.

As the leader of the Technical Account Management team, you will be responsible for hiring and developing the careers of team members, driving process improvements across the organization, building relationships with cross-functional leadership, breaking silos, strategizing as One Genesys, all while influencing business decisions, driving transformation, designing service delivery models, and driving to support Genesys leadership on vision and brand. The Senior Manager will be responsible for assigning team members to customers for delivery of committed service offers as well as continual follow-through to ensure obligations are met and resources are allocated effectively.

Skills for this position require applicants to build strong personal relationships, have a strong understanding of communications technology and cloud concepts, and the ability to set and manage expectations for customers. Along with the knowledge of methods to initialize, plan, execute, control and monitor a project, the Senior Manager will use skills and leadership competencies for team building, client relations, negotiation, decision making, problem solving, and conflict management. The Senior Manager will need to establish and lead a diverse team to effectively deliver per contractual obligations to customers.

Responsibilities include but are not limited to:

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 Premise and Cloud Genesys Care Offers 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.

Qualifications/Requirements:

BS degree in Computer Science with minor in Business or Business Management with minor Computer Science or Engineering, or equivalent industry experience

7-10 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. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.

About Genesys:

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

To apply, please submit your resume to careers@genesys.com

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may submit a request using the Create Request task in Workday. Here is a link to the guide: https://www.myworkday.com/genesys/learning/course/be64cd26b4091001993ead8a13ec0001?record=be64cd26b40910019ab3b070f9110000&type=9882927d138b100019b928e75843018d

If you have any questions, email HR@genesys.com, and someone will assist you.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Senior Manager, Technical Account Management

Job Description