Senior Technical Account Manager

Be the one building AI-powered experiences where they matter most.

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.

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.

Role:
Sr. Technical Account Manager

Location:

UKSummary of Position:

Why will you enjoy this new opportunity?

As a Technical Account Manager (TAM), you'll partner with strategic customers to help them achieve their business goals through the successful adoption and optimization of Genesys Cloud CX.Drawing on your technical expertise, communication skills and customer-first mindset, you'll build trusted relationships, understand your customers' business and technology priorities, solve complex technical challenges and guide them toward measurable business outcomes.

Along the way, you'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.

Success in the Role:
What are the performance outcomes over the first 6–12 months?

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. Key milestones include:

Complete a structured onboarding program designed to prepare you for success in the role.

Develop and maintain deep technical expertise in Genesys Cloud CX and related technologies.

Within your first three months of customer engagement, demonstrate a clear understanding of each customer's business objectives, technical priorities and desired outcomes.

Identify gaps, risks and opportunities, then create and execute structured customer engagement plans.

Build trusted, long-term relationships with customer stakeholders across business and technical teams.

Partner with customers to accelerate adoption and value realization through best practices, solution guidance and strategic recommendations.

Educate customers on emerging technologies and help align their technology roadmaps with Genesys innovation.

Between 6 and 12 months, demonstrate measurable customer outcomes and engagement success through established TAM tools, reporting and deliverables. Provide leadership and coordination for key customer initiatives involving Genesys solutions.

Act as the voice of the customer by delivering actionable product feedback and use-case insights to Genesys product management teams.

The Work:
What assignments, requirements, or skills will you be performing on a regular basis?

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. You will lead strategic, long-term engagements with assigned customers, and your responsibilities will include:

Using TAM playbooks, delivery frameworks and tools to guide customer engagements. Delivering technology assessments and roadmaps that provide clear, outcome-focused recommendations and next steps.

Providing solution guidance and best-practice reviews to identify opportunities for optimization and increased value.

Helping customers align operational activities…