Senior Technical Account Manager at Genesys

United Kingdom

<p style="color:!important"><span style="color:#242424"><b>Be the one building AI-powered experiences where they matter most.</b></span></p><br /><p style="color:!important"><span style="color:#000000">At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.</span></p><br /><p style="color:!important"><span style="color:#000000">Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.</span></p><br /><p><b>Role: Sr. Technical Account Manager</b></p><p><b>Location: UK</b></p><p><b>Summary of Position:</b></p><p><span><i><b>Why will you enjoy this new opportunity?</b></i></span></p><p><span>As a Technical Account Manager (TAM), you&#39;ll partner with strategic customers to help them achieve their business goals through the successful adoption and optimization of Genesys Cloud CX.</span></p><p><span>Drawing on your technical expertise, communication skills and customer-first mindset, you&#39;ll build trusted relationships, understand your customers&#39; business and technology priorities, solve complex technical challenges and guide them toward measurable business outcomes.</span></p><p><span>Along the way, you&#39;ll develop deep expertise in Genesys Cloud CX, influence the evolution of our products through customer insights, and play a key role in helping organizations realize the full value of their Genesys investment.</span></p><p></p><p><span><i><b>Success in the Role: What are the performance outcomes over the first 6–12 months?</b></i></span></p><p></p><p><span>Success requires strong organizational skills, the ability to manage competing priorities and a passion for solving complex problems. This is achieved by establishing yourself as a trusted advisor  to your assigned customers and becoming a valued member of the global TAM community. </span></p><p><span>Key milestones include:</span></p><ul><li><span>Complete a structured onboarding program designed to prepare you for success in the role.</span></li></ul><ul><li><span>Develop and maintain deep technical expertise in Genesys Cloud CX and related technologies.</span></li></ul><ul><li><span>Within your first three months of customer engagement, demonstrate a clear understanding of each customer&#39;s business objectives, technical priorities and desired outcomes.</span></li></ul><ul><li><span>Identify gaps, risks and opportunities, then create and execute structured customer engagement plans.</span></li></ul><ul><li><span>Build trusted, long-term relationships with customer stakeholders across business and technical teams.</span></li></ul><ul><li><span>Partner with customers to accelerate adoption and value realization through best practices, solution guidance and strategic recommendations.</span></li></ul><ul><li><span>Educate customers on emerging technologies and help align their technology roadmaps with Genesys innovation.</span></li></ul><ul><li><span>Between 6 and 12 months, demonstrate measurable customer outcomes and engagement success through established TAM tools, reporting and deliverables.<span> </span></span></li></ul><ul><li><span>Provide leadership and coordination for key customer initiatives involving Genesys solutions.</span></li></ul><ul><li><span>Act as the voice of the customer by delivering actionable product feedback and use-case insights to Genesys product management teams.</span></li></ul><p></p><p><span><i><b>The Work: What assignments, requirements, or skills will you be performing on a regular basis?</b></i></span></p><p></p><p><span>Working closely with Customer Success, Global Support, Professional Services, Sales and other specialists, you’ll deliver a consistent customer experience while helping customers achieve their desired business outcomes through the effective use of Genesys technology. </span></p><p><span>You will lead strategic, long-term engagements with assigned customers, and your responsibilities will include:</span></p><ul><li><span>Using TAM playbooks, delivery frameworks and tools to guide customer engagements.<span> </span></span></li></ul><ul><li><span>Delivering technology assessments and roadmaps that provide clear, outcome-focused recommendations and next steps.</span></li></ul><ul><li><span>Providing solution guidance and best-practice reviews to identify opportunities for optimization and increased value.</span></li></ul><ul><li><span>Helping customers align operational activities with their technology goals and business priorities.</span></li></ul><ul><li><span>Managing customer plans, tracking progress, addressing risks and driving actions to completion.</span></li></ul><ul><li><span>Collaborating across Genesys teams to create customers for life and deliver measurable business value.</span></li></ul><ul><li><span>Contributing to the global TAM community by sharing knowledge, customer insights and best practices while learning from peers around the world.</span></li></ul><p></p><p><span><i><b>What is the leadership like for this role? What is the structure and culture of the team like?</b></i></span></p><p></p><p><span>You&#39;ll join a collaborative global TAM team focused on customer outcomes, continuous learning and knowledge sharing. Leaders invest in professional development and career progression while supporting delivery excellence.</span></p><p></p><p><span><b>Relevant experience &amp; Expertise needed: Growth Mindset and:</b></span></p><p></p><p><span><b>Technical</b></span></p><ul><li><span>Cloud fundamentals (AWS/Azure) </span></li></ul><ul><li><span>APIs and integrations </span></li></ul><ul><li><span>AI concepts and governance </span></li></ul><p></p><p><span><b>Experience</b></span></p><p></p><ul><li><span><span>5&#43; years</span> in TAM, Customer Success or Enterprise SaaS </span></li></ul><ul><li><span>Enterprise customer engagement </span></li></ul><p></p><p><span><b>Professional skills</b></span></p><p></p><ul><li><span>Data-driven decision making </span></li></ul><ul><li><span>Project organization </span></li></ul><ul><li><span>Continuous improvement attitude </span></li></ul><ul><li><span>Proactive, innovative thinker</span></li></ul><br /><p><span style="color:#000000"><b>Working at Genesys</b></span></p><ul><li><span style="color:#000000"><b>AI at enterprise scale</b> – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150&#43; new AI features were released in the last fiscal year.</span></li><li><span style="color:#000000"><b>A flexible-first culture</b> – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.</span></li><li><span style="color:#000000"><b>Growth in the AI era</b> – Build future-ready skills through mentorship, learning programs, leadership development and education support.</span></li><li><span style="color:#000000"><b>Time to recharge and give back</b> – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.</span></li><li><span style="color:#000000"><b>Recognized globally </b>– Genesys is </span><a target="_blank" href="https://www.genesys.com/company/newsroom/announcements/genesys-earns-2025-great-place-to-work-certification-across-17-countries"><span class="emphasis-3"><u>Great Place to Work®</u></span></a><span class="emphasis-3"> </span><span style="color:#000000">certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.</span></li></ul><p><span style="color:#000000">Learn more about our culture, AI innovation and sustainability commitments through our </span><a target="_blank" href="https://www.genesys.com/company/careers"><span class="emphasis-3"><u>Careers site</u></span></a><span style="color:#000000"> and </span><a target="_blank" href="https://www.genesys.com/company/sustainability"><span class="emphasis-3"><u>Sustainability Report.</u></span></a></p><br /><p><span style="color:#000000"><b>What Happens After You Apply</b></span></p><p style="color:!important"><span style="color:#000000">After you apply, here&#39;s what you can typically expect:</span></p><ul><li><span style="color:#000000">Our Talent Acquisition team reviews your application with the hiring team.</span></li></ul><ul><li><span style="color:#000000">A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
</span></li></ul><ul><li><span style="color:#000000">Next, you&#39;ll meet the hiring manager and other members of the interview team.</span></li></ul><ul><li><span style="color:#000000">We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.</span></li></ul><ul><li><span style="color:#000000">After interviews are complete, our team will follow up with the final steps.</span></li></ul><p style="color:!important"><span style="color:#000000">Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.</span></p><br /><p><span style="color:#000000"><b>Stay Connected</b></span></p><p style="color:!important"><span style="color:#000000">Stay connected to learn more about how we&#39;re applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.</span></p><p style="color:!important"><a target="_blank" href="https://crm.findemtalent.com/community/signup/6a1f4a6b112dd9c4c13a8f90"><span class="emphasis-3"><u>Get notified about relevant opportunities</u></span></a><span class="emphasis-3">.</span></p><br /><h1><span style="color:#242424"><b>Be the one building what&#39;s next - where AI, experience and impact come together.</b></span></h1><br /><p><span style="color:#000000"><b>Employee Referral</b></span></p><p style="color:!important"><span style="color:#000000">If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.</span></p><br /><p><span style="color:#000000"><b>About Genesys:</b></span></p><p><span style="color:#000000">Genesys® empowers more than 8,000 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 </span><a target="_blank" href="http://www.genesys.com/"><span class="emphasis-3">www.genesys.com</span></a>.</p><br /><p><span style="color:#000000"><b>Reasonable Accommodations:</b></span></p><p><span style="color:#000000">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</span> <a target="_blank" href="mailto:reasonable.accommodations&#64;genesys.com?subject&#61;Request%20for%20Reasonable%20Accommodation&amp;body&#61;Hello%2C%20%0A%0AI%20would%20like%20to%20request%20a%20reasonable%20accommodation.%20Please%20see%20the%20information%20below%3A%20%0A%20%0AFirst%20Name%20%28Required%29%3A%0A%20%0ALast%20Name%20%28Required%29%3A%0A%20%0AEmail%20Address%20%28Required%29%3A%0A%20%0APhone%2FTTY%20Number%3A%0A%20%0APreferred%20Method%20of%20Contact%3A%20%28Required%29%3A%0A%20%0ACountry%20of%20Residence%3A%20%28Required%29%3A%0A%20%0AIs%20the%20request%20related%20to%20COVID-19%3F%20%28Required%29%3A%0A%20%0AIs%20the%20request%20related%20to%20a%20firmly%20held%20religious%20belief%3F%20%28Required%29%3A%0A%20%0AIs%20your%20reasonable%20accommodation%20request%20time%20sensitive%3F%20%28Required%29%3A%0A%20%0AWhat%20specific%20reasonable%20accommodation%28s%29%20or%20modification%28s%29%20are%20you%20requesting%3F%20%28Required%29%3A%20%20%0A%0AWhat%2C%20if%20any%2C%20job%20functions%20are%20you%20having%20difficulty%20performing%3F%20%E2%80%8B%20%28Required%29%3A%0A%20%0AIf%20you%20are%20requesting%20a%20specific%20reasonable%20accommodation%2C%20how%20will%20that%20accommodation%20assist%20you%3F%20%28Required%29%3A">reasonable.accommodations&#64;genesys.com</a>.</p><br /><p><span style="color:#000000">You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.</span></p><p><span style="color:#000000"> </span></p><p><span style="color:#000000">This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.</span></p><br /><p><span style="color:#000000"><b>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.</b></span></p><br /><p><i>Please note that recruiters will never ask for sensitive personal or financial information during the application phase.</i></p>