Senior Technical Account Manager overseeing technical relationships with distribution partners at Disney, supporting streaming services and technology initiatives. Collaborating with internal teams across different time zones.
About the role
- 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.
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 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 Customer and/or Partner 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.
- Ability to effectively manage complex At-Risk situations where a holistic cross functional plan is developed to address current state and identify continuous improvement opportunities.
- Able to 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.
Requirements
- Fluent in French and English, both verbal as written
- 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, 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 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 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
- health insurance
- retirement plans
- paid time off
- flexible work arrangements
- professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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