Sr Technical Account Manager Bolzano

Sr Technical Account Manager
Bolzano
Trentino Alto Adige, Bolzano

Sr Technical Account Manager page is loaded

Sr Technical Account Manager Apply locations: Vimercate (Flexible)

Time type: Full time

Posted on: Posted 16 Days Ago

Job requisition id: JR107073

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.

Join the team and create the future of customer experience together.

Role: Senior Technical Account Manager Location: Italy Summary of Position: The Senior Technical Account Manager (Senior TAM) is responsible for delivering technical success to Genesys customers by being a multi-tasking, relentless problem solver.

The Senior TAM must demonstrate professionalism, accountability, and experience, manage and grow customer relationships, establish partnerships and collaboration within the organization, own outcomes, and deliver feedback for continuous improvement while focusing on Genesys platform adoption and seamless utilization.

The ideal candidate has excellent communication, conflict management, and negotiation skills, has contact center business experience or education, comes with a strong technical background in CX enterprise software, and brings practical application of SaaS methodologies.

The Senior TAM must be exemplary in communicating with technical as well as senior business leaders up to the executive level.

The Senior TAM will operate as One Genesys and lead cross-functional efforts to advocate for customers' needs and success.

Responsibilities: Be the most trusted and reliable technical resource for your customers, possessing excellent product knowledge and helping navigate through architecture, usability, adoption, and best practices questions.

Collaborate with the Genesys Customer Care experts and DevOps specialists to reproduce customers' issues and provide insight into their history, timelines, priorities, and business needs.

Build strong relationships with customers and partners on all levels, including technical, business, and executive.

Become a key partner to the Customer Success practice, providing advanced technical knowledge and expertise.

Lead Operational Reviews where desired outcomes are achieved by providing recommendations specific to customers' business or deployment needs.

Proactively inform assigned customers of solution changes or potential disruptions and advise on managing risk strategies.

Act as liaison to Product Management for roadmap conversations covering strategy and feature prioritization.

Engage with Customer and/or Partner on project planning efforts and define mitigation planning for identified risks.

Monitor trends and deliver proactive reviews with recommendations.

Create and deliver training materials as assigned to new hires.

Lead all necessary Genesys team efforts towards achieving customers' success with the Genesys platform.

Effectively manage complex At-Risk situations with a holistic cross-functional plan.

Analyze business needs and translate them into technical features/use cases to address client requirements.

Define and establish best practices on how to deliver world-class service to Genesys customers.

Qualifications/Requirements: BA/BS Degree (or equivalent).

Fluent English speaker.

Knowledge of German language is a plus.

Minimum of 5 years of relevant work experience in Customer Success, Contact Center Management, or Solutions Consulting.

Strong knowledge of Cloud contact center technologies including IP Telephony, Intelligent Routing, WFM, and Reporting.

Theoretical and practical knowledge in major computer technology disciplines, including AI/Machine Learning, Network/OS administration, programming, and Database administration.

Knowledge of a scripting language, such as Python, is a plus.

Strong working knowledge of MS Office productivity tools.

Experience with escalation and risk management processes.

Ability to independently manage/resolve conflicts in a multi-cultural environment.

Professional oral and written communication skills.

Effective presentation skills to all management levels.

Demonstrate ability to write executive-level summaries and track meeting minutes.

Must have well-established project management skills.

Demonstrate personal accountability and a proactive approach.

Maintain up-to-date Product Certifications of applicable Genesys Solution portfolio.

Organize, motivate, and lead collaboration to achieve defined goals.

Work well in a Global and Cross-functional team.

Handle sensitive information responsibly.

Work in a fast-paced, constantly changing environment.

Be flexible and manage multiple projects in an organized manner.

Be a proactive, innovative thinker.

Challenge the status quo and foster a continuous improvement attitude.

#J-18808-Ljbffr