TL;DR

Technical Account Manager (SaaS): Delivering technical success and platform adoption for enterprise customers with an accent on architecture guidance, risk mitigation, and cross-functional advocacy. Focus on translating business needs into technical solutions while ensuring long-term value and operational improvement within the Genesys Cloud environment.

Location: Must be based in Germany

Company

Genesys is a global leader in AI-powered Experience Orchestration, empowering organizations to connect people, systems, and data to deliver empathetic customer experiences.

What you will do

  • Serve as a trusted technical advisor for assigned enterprise accounts.
  • Guide customers on platform architecture, usability, and best practices.
  • Collaborate with DevOps and Customer Care teams to troubleshoot and resolve issues.
  • Lead operational reviews and provide actionable recommendations based on customer goals.
  • Act as a liaison to Product Management for feature prioritization and roadmap discussions.
  • Manage risk and escalation processes through structured cross-functional recovery plans.

Requirements

  • Fluent in German and English (written and spoken)
  • Minimum 3 years of experience in Customer Success, Contact Center Management, or Solutions Consulting
  • Experience supporting SaaS or cloud-based enterprise solutions
  • Foundational knowledge in IP Telephony, Intelligent Routing, and Workforce Management
  • Hands-on experience with IVR flows, configuration, and reporting
  • Strong project management skills and ability to manage parallel initiatives

Nice to have

  • Scripting knowledge (e.g., Python)
  • Existing Genesys product certifications
  • Experience with database administration or networking

Culture & Benefits

  • Comprehensive benefits and perks typically associated with large technology companies
  • Global, collaborative team environment with a focus on empathy
  • Strong emphasis on employee independence and ownership
  • Commitment to continuous learning and professional development
  • Equal opportunity employer dedicated to fairness and diversity