Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
Technical Account Management remains one of the clearest vantage points into how enterprise SaaS delivers outcomes, and this Senior TAM role sits directly on that seam. Genesys operates a cloud CX platform with an explicit AI and orchestration angle, which makes the customer relationship less about reactive support and more about ongoing platform optimisation, governance considerations, and roadmap alignment across multiple stakeholders.
For a SaaS career, the long-term value is the combination of technical depth and commercial context. Work like translating business needs into platform features, advising on adoption, and producing executive-level summaries builds a toolkit that transfers across customer success, solutions consulting, and post-sales architecture in other subscription businesses. The emphasis on integrations, cloud architectures, and AI concepts also reflects where many SaaS environments are concentrating investment and scrutiny.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
Role: Senior Technical Account Manager
Location: France
Summary of Position:
The Senior Technical Account Manager (Senior TAM) is responsible to deliver technical success to Genesys customers by acting as a strategic advisor and trusted partner for our enterprise customers, helping them maximize the value of their AI-driven customer experience (CX) platforms. This role sits at the intersection of technology, business outcomes, and customer success, ensuring that AI solutions are not only deployed successfully but continuously optimized to deliver measurable impact, scalability, and innovation.
This role owns customer value realization, driving adoption, helping to optimize AI performance, and align the platform to the customer’s broader CX and digital transformation strategy, matching customer Roadmap with Genesys Roadmap.
As a trusted advisor, the TAM works closely with internal teams as well as the customer stakeholders to ensure, amongst others:
- Improvements to key CX metrics are recommended and followed up
- New AI and Orchestration Use Cases are identified
- Platform stability is paramount and risks are mitigated
The Senior TAM must demonstrate professionalism, accountability and experience, manage and grow customer relationships. Showing initiative is key and you must be able to enhance methodology, take on side projects, work flexible hours, embrace company culture, and adapt to ongoing change.
The Senior TAM is expected to be passionate about innovation, consultative in nature and have an easy going relationship building self-assured personality.
Responsibilities:
- Possess excellent product knowledge - enabling architecture, usability, adoption, and best practice conversations
- Collaboration with Genesys internal resources and DevOps specialists by making best effort to reproduce your customers’ issues, as well as providing insight into their history, timelines, priorities and business needs.
- Build strong relationships with customers and partners on all levels, including technical, business and executive.
- Become key partner to the Customer Success practice, providing advanced technical knowledge and expertise, and work within the account team towards a common goal.
- Deliver on all TAM objectives within the correct cadence for each customer assigned
- Effective presentation skills to all management levels
- Be an active participant of the Genesys Community
- Create and deliver training materials
- Able to analyze business needs and translate them into technical features/uses cases to address client’s requirements
- Write executive level summaries, document and track meeting minutes, monitor delegated tasks, and report to the stakeholders
- Maintain up to date Product Certifications of applicable Genesys Solution portfolio
Qualifications/Requirements:
- Relevant Cloud qualifications such as Azure Foundations or AWS Practitioner
- Minimum of 5 years of relevant work experience in one or more areas: Technical Account Management, Customer Success, Solutions Role within Enterprise SaaS.
- Strong understanding of AI concepts, governance, compliance and risk frameworks
- Knowledge of API's, Integrations and cloud architectures
- Also required are abilities to:
- Interpret data and drive insights
- Create new documentation and improve process
- Handle and be trusted with confidential and/or sensitive information
- Be flexible and handle multiple projects in an organized, timely manner
- Be a proactive, innovative thinker
- Challenge status quo and foster a continuous improvement attitude
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:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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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.
