Be 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.
Region: Benelux & Nordics
About the Role
As a Principal Technical Account Manager, you will act as a trusted technical and strategic advisor to some of our most important customers across Benelux and the Nordics.
You will help customers maximise the value of Genesys Cloud CX®, advising on platform strategy, architecture, adoption and AI capabilities while leading complex or high-impact customer situations.
This is a highly autonomous and influential role. Alongside managing strategic, multi-country customers, you will mentor other TAMs, improve how our TAM service is delivered and bring customer insights back to Product, Care, Engineering, Sales and Professional Services.
The role is remote from Sweden with regular regional travel and requires fluent Swedish and English.
What You'll Do
- Own the technical strategy for strategic and multi-country customers, advising on architecture, integrations and platform evolution.
- Build trusted relationships with senior customer stakeholders and understand their business, CX and technology objectives.
- Develop success and adoption plans that demonstrate measurable customer outcomes and value.
- Lead complex escalations and recovery plans for At-Risk accounts, providing clear communication to customer and Genesys leadership.
- Drive adoption of Genesys Cloud CX® capabilities, including AI and orchestration solutions.
- Driving strategic initiatives assigned by leadership
- Lead executive-level customer reviews using insights, adoption data and strategic recommendations.
- Partner across Customer Success, Care, Product, Engineering, Sales and Professional Services to resolve complex customer challenges.
- Identify growth opportunities and help customers expand the use of Genesys solutions across business units and regions.
- Represent the voice of the customer, bringing recurring themes and priorities to Product and Engineering.
- Coach and mentor TAM colleagues and contribute to improvements in TAM service delivery and best practices.
- Represent TAM leadership when required
What We're Looking For
- Significant experience in Technical Account Management, Customer Success, Solutions Architecture, Enterprise SaaS or a related technical customer-facing role.
- Deep knowledge of cloud, contact centre and CX technologies, ideally including Genesys Cloud CX®.
- Experience supporting complex enterprise or multi-country customers.
- Strong architecture and integration knowledge across products and third-party technologies.
- Experience advising customers on technology strategy, adoption and transformation, including AI.
- Strong executive-level stakeholder management and presentation skills.
- Experience leading complex customer escalations and working effectively under pressure.
- Ability to analyse customer usage and adoption data and turn insights into recommendations.
- Experience coaching or mentoring colleagues and sharing best practices.
- A proactive, consultative and commercially aware approach with strong ownership and customer empathy.
- Fluent Swedish and English.
- Willingness to travel regularly and work flexibly when customer situations require it.
What Success Looks Like
Within your first 6–12 months, you will have established strong relationships with your strategic customers, developed clear success and adoption plans, and demonstrated measurable customer value.
You will be confidently leading complex customer situations and executive reviews, driving adoption of new capabilities including AI, and contributing insights that influence wider Genesys teams.
Beyond your own accounts, you will also be recognised as a trusted mentor within the TAM organisation and contribute to improving how we deliver Technical Account Management across the region.
Our Team
Our Technical Account Management team is focused on helping customers achieve meaningful business outcomes from their Genesys investments.
We work collaboratively across Genesys, sharing knowledge and best practices while continuously improving how we support our customers. Our culture values customer focus, ownership, curiosity, open communication and continuous learning.
Working at Genesys
- AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
- Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities.
Be the one building what's next - where AI, experience and impact come together.
Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.
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.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
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.
