Senior Technical Account Manager

Overview

As a Senior Technical Account Manager at Genesys, you partner with strategic customers to drive adoption and optimization of Genesys Cloud CX. You combine technical expertise with a customer-first mindset to build trusted relationships and guide customers toward measurable business outcomes. You will develop deep product knowledge, influence product direction with customer insights, and help enterprises realize the full value of their Genesys investment. This role sits within a collaborative, global TAM community.

Pay / Benefits

• flexible-first culture
• paid volunteer time
• August Free Fridays
• well-being resources
• regionally tailored programs
• education support

Responsibilities

• Lead strategic, long-term engagements with assigned customers
• Use TAM playbooks, delivery frameworks and tools to guide engagements
• Deliver technology assessments and roadmaps with outcome-focused recommendations
• Provide solution guidance and best-practice reviews for optimization
• Align customer operations with technology goals and business priorities
• Manage customer plans, track progress, address risks, and drive actions to completion
• Collaborate across Genesys teams to deliver measurable business value
• Share knowledge and customer insights within the global TAM community
• Provide leadership for key customer initiatives involving Genesys solutions
• Act as the voice of the customer to product management with feedback and use-case insights

Key requirements

• 5+ years in TAM, Customer Success or Enterprise SaaS
• Enterprise customer engagement experience
• Cloud fundamentals (AWS/Azure)
• APIs and integrations
• AI concepts and governance
• Data-driven decision making
• Project organization
• Continuous improvement attitude
• Proactive, innovative thinker

• Data-driven decision making
• Project organization
• Continuous improvement attitude
• AWS and/or Azure cloud fundamentals
• APIs and integrations
• AI concepts and governance

…