Sr. Technical Account Manager

Be the one building what's next - where AI, experience and impact come together.

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.

Senior Technical Account Management

Role: Technical Account Manager

Location: Germany Virtual Frankfurt

Summary of Position:

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 with their technology goals and business priorities.
• Managing customer plans, tracking progress, addressing risks and driving actions to completion.
• Collaborating across Genesys teams to create customers for life and deliver measurable business value.
• Contributing to the global TAM community by sharing knowledge, customer insights and best practices while learning from peers around the world.

What is the leadership like for this role? What is the structure and culture of the team like?

You'll join a collaborative global and regional TAM team focused on customer outcomes, continuous learning and knowledge sharing. Leaders invest in professional development and career progression while supporting delivery excellence.

Relevant experience & Expertise needed: Growth Mindset and:

Technical

• Cloud fundamentals (AWS/Azure)
• APIs and integrations
• AI concepts and governance

Experience

• 5+ years in TAM, Customer Success or Enterprise SaaS
• Enterprise customer engagement

Professional skills

• Data-driven decision making
• Project organization
• Continuous improvement attitude
• Proactive, innovative thinker
• Native German language skills is a must; spoken and written English skills are required

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work 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:

• Our Talent Acquisition team reviews your application with the hiring team.
• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
• Next, you'll meet the hiring manager and other members of the interview team.
• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
• After interviews are complete, our team will follow up with the final steps.

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.