Sr. Manager-Technical Account Management

Job Summary:

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
• 15-18 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.

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 September 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.

About us: 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 ServiceSM 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 CloudTM, 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, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

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