Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Job Title: Technical Account Manager, Strategy Senior Director
Summary
The Director of Technical Account Management, Strategy Lead, is a leadership role responsible for the strategy and design of the Technical Account Management role, process and tools in Genesys. This position will focus on scaling TAM teams, driving customer value, technical alignment, and delivering business outcomes to deepen relationships with Genesys customers. The role requires a combination of technical acumen, customer success expertise, and leadership skills to develop scalable processes, drive innovation, - all supporting the regional TAM delivery teams.
Key Responsibilities
Develop and execute the overarching strategy for the global Technical Account Management (TAM) regional teams, ensuring alignment with company goals and customer success objectives.
Define and operationalize a TAM coverage, revenue and headcount model – enterprise and pooled.
Define the TAM roles, responsibilities, and career framework.
Define the vision for proactive and strategic customer engagement to enhance value realization, adoption, and retention – with a laser focus on Digital and AI adoption.
Collaborate with cross-functional teams (Product, Sales, Customer Success, and Support) to position TAMs as strategic advisors for customers, and provide customer feedback to Product and Engineering teams.
Build playbooks that drive a repeatable, high quality customer experience with measurable outcomes.
Design processes and tools that enable the TAM function to scale across global regions and accounts effectively – working with CS Ops and CS Innovations teams.
Lead initiatives to streamline technical engagement workflows, reporting, and communication with customers.
Design and implement training programs - with CS Enablement team - to upskill TAMs in areas such as technical depth, strategic thinking, and customer-facing engagement.
Drive and measure TAM bookings and revenue.
Travel 10% or as business requires.
Qualifications
10+ years of leadership experience managing and scaling high-performing teams.
Frontline TAM team leadership, operating in a global SaaS organization.
Strong technical background, with the ability to understand and communicate complex technical concepts to non-technical stakeholders.
Knowledge of Voice, Digital, AI and emerging GenAI technologies.
Proven success in building and executing strategies that drive customer outcomes, technical alignment, and business growth.
Data-driven mindset with proficiency in analysing customer data and performance metrics to drive decisions.
Excellent communication, executive presentation, and relationship-building skills.
Primary Measures – AGRR, ANRR, Digital and AI adoption
Secondary measures – Pipeline, TAM attach %, TAM revenue, Utilization
Internal stakeholders – Chief Customer Officer, CS Strategy team, CS Regional VPs, CS Regional TAM Leaders, CS Ops, Innovation and Enablement teams, Finance, Advocacy team
External stakeholders – Customer Exec sponsor selected accounts
If a Genesys employee referred you, please use the link they sent you to apply.
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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