Senior Technical Account Manager at Genesys responsible for delivering technical success and building strong customer relationships. Collaborates with teams to support customer experience and platform adoption.
About the role
- Technical Account Manager ensuring smooth operations and proactive technical guidance for Cloudflare's top Enterprise customers. Collaborating with multiple teams to drive product improvement and enhance customer satisfaction.
Responsibilities
- Own the post-sales support experience for Cloudflare’s largest Enterprise customers, ensuring smooth operations and proactive technical guidance.
- Act as the primary technical point of contact, managing support interactions, troubleshooting issues, driving escalations, and advocating for customer needs.
- Collaborate with Customer Success, Account Teams, Product, and Engineering to align technical solutions with customer roadmaps and business objectives.
- Provide actionable customer feedback to Product and Engineering teams to help shape product improvements.
- Ensure timely resolution of support tickets, working with backend teams as needed.
- Travel up to 25% of the time to support customer engagements.
Requirements
- Strong understanding of networking concepts, including Layer 7 technologies and routing protocols such as BGP, OSPF, IPSec, and GRE.
- Experience with security technologies (Firewalls, IPS, DDoS mitigation, WAF).
- Knowledge of system integration, multi-vendor environments, and data center deployments.
- Proficiency in diagnostic and troubleshooting tools (traceroute, WireShark, dig, cURL).
- Familiarity with the OSI Model, proxies, application & network security.
- Minimum 8 years of experience in a customer-facing, technical support, or account management role.
- Proven ability to work with Fortune 500 companies and senior leadership.
- Strong problem-solving skills, ability to work independently, and handle multiple priorities.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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