Senior Manager, Technical Account Management

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. ​​​​​​​​​​​The Senior Manager of Technical Account Management is responsible for the effective execution of Technical Account Management services across the Genesys platform portfolio. Job duties include managing a team on a global scale, overseeing projects in alignment with organizational objectives, being a thought leader, driving innovation and adaptation to the accelerated industry growth. The candidate will have a solid technical background with strong business acumen. They will demonstrate ability to manage and motivate high performing teams. The Senior Manager must demonstrate experience in creating and implementing methodologies and cultivating a work environment that develops leaders, grows CX champions, and focuses on Customer Success.  As the leader of the Technical Account Management team, you will be responsible for hiring and developing the careers of team members, driving process improvements across the organization, building relationships with cross-functional leadership, breaking silos, strategizing as One Genesys, all while influencing business decisions, driving transformation, designing service delivery models, and driving to support Genesys leadership on vision and brand. The Senior Manager will be responsible for assigning team members to customers for delivery of committed service offers as well as continual follow-through to ensure obligations are met and resources are allocated effectively.  Skills for this position require applicants to build strong personal relationships, have a strong understanding of communications technology and cloud concepts, and the ability to set and manage expectations for customers. Along with the knowledge of methods to initialize, plan, execute, control and monitor a project, the Senior Manager will use skills and leadership competencies for team building, client relations, negotiation, decision making, problem solving, and conflict management. The Senior Manager will need to establish and lead a diverse team to effectively deliver per contractual obligations to customers.  Responsibilities include but are not limited to:  Lead a team of technical people by setting direction based on organizational objectives, overseeing planning, and successful execution Mentor and develop members of the team for ascension and promotion of company vision by embracing personal leading accountability Provide input to management peers for organizational planning and structure, budgets, and training  Contribute to and implement strategic and tactical plans to ensure that the appropriate customer experience, business processes/metrics, and staffing are in place to meet evolving customer needs and expectations  Help define and build an organization that excels in delivering an exceptional Customer Experience with operational efficiency  Contribute to design and implement Premise and Cloud Genesys Care Offers for both, direct and Partner based relationships comprising the Genesys Customer Experience Platform  Build and maintain strong relationships with internal departments and external partners to ensure customers receive the highest quality support experience  Establish and evolve key performance indicators (KPI’s) and benchmarks for measuring individual and team performance  Define and execute improvement programs to address gaps identified from KPI measures  Act as a point of contact for critical situations to ensure that Genesys is always represented in the most positive manner  Participate and represent Genesys Customer Success during pre-sales cycles and RFP responses as required.  Qualifications/Requirements:   BS degree in Computer Science with minor in Business or Business Management with minor Computer Science or Engineering, or equivalent industry experience  7-10 years of relevant experience managing customer-facing, business or technical teams in a fast-paced, dynamic environment  Experience in Cloud Based and Premises delivery models  20%+ travel will be required  Excellent written and verbal communication skills  Ability to negotiate and to manage conflict: employ empathy to establish relationships with internal and external stakeholders that build confidence, trust, and loyalty