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?Job Title: Technical Account ManagerDepartment & Team: Technical Account Management Team - MicrosoftReports to: Aaron KeslerLocation: ManilaSummary of Position:This opportunity is for a position on a dedicated TAM team, supporting the Microsoft account. This candidate must have extensive experience with the MultiCloud platform and have a strong technical background required to meet the high level of standards Microsoft requires. This role is high touch and collaborates with internal teams and Partners on a daily basis to ensure we deliver exceptional service and performance for our largest MultiCloud customer. The Technical Account Manager (TAM) ensures that customers achieve their desired business outcomes through Genesys platforms and services. As a strategic and trusted business partner, TAMs provide proactive technical guidance from customer go-live through adoption and expansion. They identify and mitigate technical risks, as well as advise on best practices for platform configuration, optimization, and adoption. They are the customer’s technical advocate within Genesys. TAMs communicate with their customers frequently: in person, remotely, and in writing. They are engaged at all levels within the customer’s organization, from front line resources to C-Suite executives. They build collaborative relationships at all customer levels, as well as with their partners within Genesys: Customer Success, Professional Services, Product Support, and Product Management. TAMs are cross-functional problem solvers, identifying technical situations that put their customers at risk, proposing solutions, and bringing together the resources to implement those solutions. They understand the corporate strategy, and represent Genesys in complex situations on accounts representing different verticals and business needs. They drive platform adoption and growth benefiting both their customers and Genesys. They are responsible for continuous improvement of TAM deliverables and methodologies. The ideal candidate possesses: · Excellent written, verbal, and communication skills; experience communicating effectively at all business levels.· Ability to operate in a dynamic, fast paced environment through cross-functional collaboration, escalation management and negotiation skills. · Contact center business experience, technical background in CX enterprise software and SaaS. · Ability to develop and understand business requirements, anticipating barriers and initiating creative solutions.· Ability to prioritize and manage multiple projects, customers and activities. Responsibilities:· Become a trusted technical resource for customers, navigating with them through architecture, usability, adoption, and best practices. · Analyze business needs and translate them into technical features/uses cases to address customer requirements. Develop plans for customers to achieve their business outcomes, as well as mitigation plans for identified risks.· Proactively communicate solution changes or potential disruptions to r service and advise on risk management strategies. Identify and monitor trends; deliver proactive recommendations.· Partner with Customer Success, Professional Services, Product Support, and Product Management to achieve customer’s desired business outcomes. Provide customer specific expertise to these internal partners to ensure their success. Qualifications/Requirements:· BA/BS Degree (or equivalent)· Minimum of 3 years of experience in one or more areas: Technical Account Management, Customer Success, Contact Center Management, Solutions Consulting.· Minimum of 3 years of experience working in cross-functional and customer facing roles. · Knowledge of Cloud contact center technologies ranging from IP Telephony, Intelligent Routing, Work Force Management (WFM), Reporting. · Knowledge in several of the major computer technology disciplines, aka AI/Machine Learning, Network/OS administration, programming, Database administration etc. Knowledge of a scripting language aka Python is a plus. · Experience with escalation and risk management processes and procedures. Ability to manage/resolve communication and conflicts respectfully within a global environment. · Excellent written, verbal, and communication skills; experience communicating effectively at all business levels.· Okay with Shifting schedule if the role requires#LI-DD1#LI-Hybrid If a Genesys employee referred you, please use the link they sent you to apply.About 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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