Embedded Technical Account Manager providing eSIM solutions support. Joining Thales in Madrid, focusing on technical client interactions and project management.
About the role
- Associate Technical Account Manager ensuring customer success through technical expertise and relationship management. Support feature adoption and collaborate cross-functionally to resolve issues at Genesys.
Responsibilities
- Support the Genesys Account team in adopting features that align with customer roadmaps and business initiatives
- Serve as a trusted technical resource, advising on best practices, platform adoption, and risk management
- Collaborate with Customer Care, DevOps, Customer Success, and Product Management to resolve issues and drive improvements
- Lead operational reviews, communicate with stakeholders (including executives), and manage high-priority situations
- Monitor trends and provide proactive recommendations to support adoption and prevent escalations
- Apply technical knowledge in CX enterprise software and cloud contact center technologies
- Contribute to cross-functional projects and translate customer business needs into actionable use cases
- Manage account escalations and risk processes to ensure customer satisfaction
Requirements
- Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience)
- Minimum of 1 year of relevant experience in a technical, consulting, or customer-facing role
- Basic understanding of cloud computing and disciplines such as AI/ML, networking, or programming
- Strong communication, negotiation, and project management skills
- Ability to achieve Genesys Cloud Product Certification within 45 days of employment
- Ability to thrive in a fast-paced, multicultural environment and adapt to change
Benefits
- Medical, Dental, and Vision Insurance.
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments
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