Senior Technical Account Manager

locations Amsterdam (Flexible) time type Full time posted on Posted Today time left to apply End Date: July 6, 2026 (3 days left to apply) job requisition id JR111438Be the one building AI-powered experiences where they matter most.

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.

The Technical Account Manager is responsible for delivering technical success to Genesys customers by acting as a strategic advisor and trusted partner for our Enterprise customers, helping them maximise 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 optimised to deliver measurable impact, scalability, and innovation.

This role owns customer value realisation, driving adoption, helping to optimise 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:

• 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 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 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 analyse 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 are ideal
• 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