Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?The Senior Technical Account Manager is responsible for delivering technical success to the Genesys customers by being a multi-tasking, relentless problem solver, who represents Genesys in the most complex situations for any caliber accounts. The Senior TAM demonstrates professionalism, accountability and experience, manages and grows customer relationships, establishes partnership and collaboration inside of the organization, owns outcomes and delivers feedback for continuous improvement, while focusing on Genesys platform adoption and seamless utilization. The Senior TAM shows initiative in enhancing methodology, takes on side projects for internal processes, cross functional boundaries to achieve results, working flexible hours, embracing company culture and adapting to ongoing change. The Senior TAM will be passionate towards innovation, understand business strategy, bring new team members on-board, and participate in strategic initiatives as assigned by the leadership.The ideal candidate has excellent communication, conflict management and negotiation skills, ideally has contact center business experience or education, comes with a strong technical background in CX enterprise software, and brings practical application of the SaaS methodologies. In this role, you must be exemplary in communicating with technical and senior business leaders up to the executive level. You are highly versed in understanding business requirements, anticipating barriers and initiating creative solutions.You will operate as One Genesys and lead cross-functional efforts to advocate for customers’ needs and success. By demonstrating strong technical acumen and ownership, as well as driving outcomes, managing relationships and challenging decisions, you will act as a leader whose prime goal is to be a true champion of the excellent Customer Experience.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 by making the best effort to reproduce your customers’ issues, as well as providing 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 key partner to the Customer Success practice, providing advanced technical knowledge and expertise, and work within the account team towards a common goal.Lead Operational Reviews where desired outcomes are achieved by providing recommendations specific to customers’ business or deployment needs.Proactive with assigned customers informing of solution changes or potential disruptions to their service and advise on managing risk strategies.Act as liaison to Product Management for roadmap conversations covering strategy and feature prioritization.Be an active participant of the Genesys Community by delivering in-depth and methodical recommendations.Engage with Customers and/or Partners on the project planning effort as well as defining mitigation planning for identified risks and items on the critical path.Monitor trends and deliver proactive review with recommendations.Create and deliver training materials as assigned to new hires.Lead all necessary Genesys team’s efforts towards achieving your customers’ success with the Genesys platform, including conference calls, executive level updates to share status, action plans, ownership and timelines.Effectively manage complex At-Risk situations where a holistic cross functional plan is developed to address current state and identify continuous improvement opportunities.Analyze business needs and translate them into technical features/uses cases to address client’s requirements.Define and establish best practices on how to deliver world class service to Genesys customers.Skills and Experience:BA/BS Degree (or equivalent)Minimum of 5 years of relevant work experience in one or more areas: Customer Success, Contact Center Management, Solutions Consulting.Strong knowledge of Cloud contact center technologies ranging from IP Telephony, Intelligent Routing, WFM, Reporting, with hands on experience setting up agents and groups, building basic IVR and routing call flows, schedules, reports, etc.Theoretical and practical knowledge in several of the major computer technology disciplines, including AI/Machine Learning, Network/OS administration, programming, Database administration etc.Knowing a scripting language, aka Python, is a plus.Must possess a strong working knowledge of MS office productivity tools.Experience with escalation and risk management processes and procedures.Ability to independently manage/resolve conflicts within a multi-cultural environment by demonstrating genuine empathy, deep respect and cordial appreciation.Professional oral and written communication skills.Effective presentation skills to all management levels.Demonstrate ability to write executive level summaries, document and track meeting minutes, monitor delegated tasks, and reporting to the stakeholders.Must have well established project management skills and ability to handle several parallel assignments.Demonstrate cultivation of personal accountability with examples of stepping up to improve situations rather than looking for who to blame.Once hired, maintain up to date Product Certifications of applicable Genesys Solution portfolio.Organize, motivate, and lead in collaboration to achieve clearly defined goals and objectives.Also required are abilities to:Work well in a Global and Cross functional teamHandle and be trusted with confidential and/or sensitive informationWork in a fast-paced, constantly changing environmentBe flexible and handle multiple projects in an organized, timely mannerWork flexible hours as necessaryBe a proactive, innovative thinkerChallenge status quo and foster a continuous improvement attitudeLanguage skills:Native Japanese and culturally sensitive Required for the role: 70% Japanese skill / 30% English skill with 60% Technical skills / 40% Business skillsPlease note that Genesys will not accept resumes from agencies at this time.To be eligible to apply for this role you must be legally permitted to work in Japan.#LI-TW1#LI-HybridAbout Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.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.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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