Technical Account Manager

• 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.

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Technical Account Manager