Technical Account Manager overview

As your business adjusts to customers’ changing expectations, you need a technical advocate that can help keep pace as you navigate the shift.

Your business demands top performance, but as your integrated systems grow more advanced and you adopt multiple solutions, your overall environment becomes more complex. The highly experienced Genesys Technical Account Manager (TAM) is your trusted technical advocate who works with you to maximize your investment in Genesys and minimize risk to your business operations.  The TAM has a solid understanding of your business objectives and the operational impact of your mission-critical services.  Your Genesys TAM is dedicated to making sure that your Genesys solution and services meet your evolving needs.

The landscape of Experience Orchestration is constantly evolving, including the advancement of Artificial Intelligence (AI).  Genesys is leading the way, and the TAM can be a guide in the transformation of your business to take advantage of current and future innovation.

The TAM role

Your designated TAM works collaboratively with your technical and business teams. The TAM serves as a strategic resource to help you plan for success and optimize your technical investment in the Genesys cloud platform.

TAMs help your organization with the following key skillls:

• Proactively guide based on a solid understanding of your business operations and goals, and your unique technical environment.
• Provide industry best practices and a wealth of knowledge for our current and future cloud solutions and services.
• Analyze Key Performance Indicators (KPIs) and highlight opportunities to optimize your current deployments and recommend additional products and features that will complement your existing solution.
• Proactively identify opportunities to prevent or mitigate impact from failure of mission-critical services. 
• Analyze historical case trends and provide insights and recommendations to improve operations going forward.

How can a TAM help you?

The TAM function is ideal for companies that desire technical assistance leveraging Genesys products and services to transform the customer experience. A TAM works as an integral part of the Genesys Account Team to enable your strategy with a focus on the technical solutions and processes needed to realize your desired business outcomes.

Here are some of the core activities to expect from a TAM to maximize your investment and minimize risk:

• Technical review meetings (weekly/bi-weekly)
  • Review of technical and business operations
  • Review of product reature releases and future roadmap items
  • Analysis of KPIs and general telemetry
• Executive business review meetings (quarterly/semi-annually)
  • Review of business objectives and overall strategy
  • Trend analysis on operational performance
  • Define and communicate future strategy and business objectives
• Feature capability overviews
  • Identify opportunities for improvement and establish baseline measurements
  • Showcase product features or services that can improve outcome
  • Plan and advise how to implement features or services
  • Analyze and measure impact of new product features or services
  • Advocate for product feature enhancements
• Special event coverage
  • Plan & provide heightened engagement during business-critical periods such as peak season and go-live.
  • Retrospective: de-brief outcome and plan for future improvement
• Incident management
  • Assist and guide through escalation process for urgent and critical issues
  • Provide insights on root cause analysis for platform outages
  • Mitigate risk with corrective actions and plan for improved resiliency