Senior Technical Account Manager
24 hours ago
Madrid
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. Qualifications Fluent in Spanish and English. 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 Reasonable Accommodations If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at . You can expect a response within 24–48 hours. To help us provide the best support, use the email address above to submit your request. If you have any questions, please include them in your email. Equal Opportunity Statement Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase. #J-18808-Ljbffr