Associate Technical Account Manager

NICE Systems; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

NiCE is seeking an Associate Technical Account Manager to resolve complex problems and deliver exceptional technical and customer service to key accounts. You will help clients maximize NiCE products, expand usage, and become a long-term reference for prospective customers.

The role emphasizes strategic relationship building, collaborative cross-team support, and ongoing client education. A Bachelor’s degree and 3 years of relevant experience are preferred, with strong problem-solving and

Qualifications

• Bachelor's degree in a technical or related field or equivalent work experience.
• 3 years of experience in a technical or service role within software, telecommunications, customer service, call centers, or service delivery.
• Strong analytical and advanced troubleshooting skills.
• Excellent customer service and communication skills, fluent written and verbal communication.
• Ability to multitask effectively in a fast-paced environment.
• Working knowledge of contact center software design and functionality.

Responsibilities

• Drive Client Success: become a trusted advisor for key clients and resolve complex technical challenges.
• Foster Strategic Relationships: build strong, collaborative relationships with clients for long-term partnerships.
• Deliver Exceptional Service: collaborate across internal teams to provide top-tier technical support and customer service.
• Technical Expertise: leverage product knowledge to troubleshoot client issues and optimize solutions.
• Client-Centric Approach: understand each client's business needs and identify opportunities to enhance their success.
• Communication & Knowledge Sharing: develop and deliver impactful presentations and train clients to maximize product usage.
• Continuous Improvement: identify enhancements based on client feedback to improve products and services.

Skills

Technical troubleshooting

Client relationship management

Excellent communication

Multitasking

Contact center software

Education

Bachelor's degree in Computer Science / IT / related field

Job description

So, what’s the role all about?

The Associate Technical Account Manager is responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. He/she will help them overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer. The accounts assigned will generally have purchased our Care Plus service package, which is the first offering in our suite of fee-based customer service packages. Accounts with higher-level service packages may be assigned as the Associate TAM's abilities allow.r.

How will you make an impact?

• Drive Client Success: Become a trusted advisor for key clients, resolving complex technical challenges and ensuring their success with NiCE products and services.
• Foster Strategic Relationships:Build strong, collaborative relationships with clients, fostering trust and long-term partnerships.
• Deliver Exceptional Service:Collaborate effectively across internal teams to provide clients with exceptional technical support and customer service.
• Technical Expertise: Leverage deeper knowledge of NiCE products and technologies to troubleshoot client issues and optimize their solutions.
• Client-Centric Approach: Gain a comprehensive understanding of each client's business needs and identify opportunities to enhance their success with NiCE solutions.
• Communication & Knowledge Sharing: Develop and deliver impactful presentations showcasing client achievements and best practices. Train clients to maximize their investment in NiCE products and services.
• Continuous Improvement: Contribute to the development and improvement of NiCE products and services by identifying and recommending enhancements based on client feedback.

Have you got what it takes?

• Bachelor's degree in Computer Science, Business Information Systems, or a related field; or equivalent work experience.
• 3 years of experience in a technical or service role within software, telecommunications, customer service, call/contact centers, or service delivery.
• Demonstrated proficiency in technical problem-solving, including strong analytical and advanced troubleshooting skills.
• Excellent customer service and communication skills, with fluency in both written and verbal communication.
• Ability to multitask effectively and thrive in a fast-paced environment.
• Working knowledge of contact center software design and functionality, with a strong understanding of technical concepts.

You will have an advantage if you also have:

• Experience/knowledge in Telecom, Connectivity, Programming – Integrations, Software/Systems/Applications

This job description does not constitute a written or implied contract of employment and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to theNiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11528
Reporting into:Manager, Customer Success
Role Type:Individual Contributor

About NiCE

NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.