Netherlands
Onsite
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.
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 building and managing a team in Nordics/Benelux, 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
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
Working at Genesys
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
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.
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About Genesys:
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 www.genesys.com.
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 expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.