Technical Account Manager responsible for project delivery and customer satisfaction at VIAVI Solutions. Managing deployment and training activities with a collaborative Professional Services team.
About the role
- Technical Account Manager ensuring customer success at Genesys through technical expertise and strong relationship management. Support account teams, lead operational reviews, and manage complex situations.
Responsibilities
- Support the Genesys Account team in adopting features that align with the Customer's overall roadmap and business initiatives.
- Serve as a trusted technical resource, advising customers on best practices, platform adoption, and risk management.
- Work closely with internal teams (Customer Care, DevOps, Customer Success, Product Management) to troubleshoot issues, drive product improvements, and support cross-functional projects.
- Lead operational reviews, communicate with various stakeholders (including executives), and manage complex, high-stakes situations.
- Monitor trends and provide recommendations for supporting adoption and escalation prevention.
- Apply technical knowledge in CX enterprise software and cloud contact center technologies, with an understanding of relevant tools and programming languages.
- Manage account escalation and risk processes to ensure customer satisfaction.
Requirements
- Bachelor’s degree (or equivalent)
- At least 1 year of relevant experience
- Basic understanding of Cloud Computing and various technical disciplines (AI/ML, networking, programming, etc.)
- Effective communication, negotiation, and project management skills
- Ability to obtain Certification on Genesys Cloud Products within 45 days of employment
- Ability to work in a fast-paced, multicultural environment and adapt to change.
Benefits
- Competitive medical, dental, vision, telehealth
- Flexible work arrangements
- Career development opportunities
- Open time off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments
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