Hybrid Technical Account Manager

at Genesys

• Job title: Technical Account Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, Python
• Location requirements: Hybrid, Saint John, Canada

About the role

• Technical Account Manager at Genesys delivering technical success and managing customer relationships. Involves collaboration with internal teams and proactive problem-solving for customer needs.

Responsibilities

• Deliver technical success to Genesys customers as a proactive problem solver
• Manage and grow customer relationships, focusing on platform adoption
• Participate and lead internal processes and side projects across functions
• Collaborate with Customer Care and DevOps specialists
• Build strong relationships with customers and partners
• Lead Operational Reviews, provide recommendations to customers
• Monitor trends and deliver proactive review with recommendations
• Communicate effectively with technical and senior business leaders

Requirements

• BA/BS Degree (or equivalent)
• Minimum of 3 years of relevant work experience in one or more areas: Customer Success, Contact Center Management, Solutions Consulting
• General 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, aka 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 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 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.
• Function in collaborative team approach to achieve clearly defined goals and objectives.
• Work well in a Global and Cross functional team
• Handle and be trusted with confidential and/or sensitive information
• Work in a fast-paced, constantly changing environment
• Be flexible and handle multiple projects in an organized, timely manner
• Work flexible hours as necessary
• Be a proactive, innovative thinker
• Challenge status quo and foster a continuous improvement attitude

Benefits

• larger tech companies perks
• independence to make a larger impact on the company
• ownership of their work