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 Cloud Genesys TAM services 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.

Fluency in German and English is 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 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.

Country Specific
See more Genesys benefits information at https://mygenesysbenefits.com/
Covid-19 Safety for our employees and our communities is a key priority for Genesys.

Manager, Technical Account Management

Key skills