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 6000 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.

Role: Manager Technical Account Management

Manager Technical Account Management

Location: Germany (Frankfurt/Munich)

Summary of Position:

The 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 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 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 Manager will use skills and leadership competencies for team building client relations negotiation decision making problem solving and conflict management. The 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:

• Leada 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 thatthe appropriate customer experience business processes/metrics and staffing are in place to meet evolvingcustomer needs and expectations

• Help define and build an organization that excels in delivering an exceptional CustomerExperience with operational efficiency

• Contribute to design and implement Cloud GenesysTAM services for both direct and Partner based relationships comprising theGenesysCustomer Experience Platform

• Build and maintain strong relationships with internal departments and external partners to ensurecustomers receive the highest quality support experience

• Establish and evolve key performance indicators (KPIs) 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 thatGenesysis always represented in the most positive manner

• Participate and representGenesysCustomer Success during pre-sales cycles and RFP responses as required.

Qualifications/Requirements:

• Fluency in German and English its mandatory
• BS degree in Computer Science with minor in Business or Business Management with minor Computer Science or Engineering or equivalent industry experience
• 5-8 years of relevant experience managing customer-facing business or technicalteams 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
• Must be knowledgeable about best practices in contact center and communications industry to deliver experience as a Service
• Proficient at identifying areas for improvement in processes tools and techniques and the ability to define and execute improvement plans
• Strong Customer and Partner focus and credibility; ability to engage at Director and C-level
• Ability to create a positive high-energy work environment; acknowledge and reward individual and team excellence; deliver fair and impartial performance assessment
• Capability to stay calm and operate effectively under stress.

Benefits:

• Country Specific

See more Genesys benefits information at for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30 2021 in most locations and we are re-evaluating theopeningdate of all the Genesys offices on an ongoing basis.

About Genesys:

Every year Genesys delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI our technology connects every customer moment across marketing sales and service on any channel while also improving employee experiences. Genesys pioneered Experience as a Service so organizations of any size can provide true personalization at scale interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud an all-in-one solution and the worlds leading public cloud contact center platform designed for rapid innovation scalability and flexibility. Visit.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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If a Genesys employee referred you please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people systems data and AI across the enterprise. As a result organizations can drive customer loyalty growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more visit.

Reasonable Accommodations:

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.