Associate Technical Account Manager (Customer Success Manager)

NICE Systems; Manila; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

NiCE is seeking an Associate Technical Account Manager to resolve complex problems and deliver excellent technical and customer service to key accounts, expanding usage of NiCE products and becoming a reference for prospective customers.

You'll work with Care Plus packages, align with internal teams, and leverage deep NiCE product knowledge. NiCE-FLEX provides 2 days in the office and 3 days remote each week.

Qualifications

• Bachelor's degree in CS or related field or equivalent experience.
• At least 3 years in a technical or service role in software/telecom/customer service.
• Demonstrated strong analytical and advanced troubleshooting skills.
• Excellent written and verbal communication and customer service.
• Ability to multitask in a fast-paced environment.
• Working knowledge of contact center software design and functionality.
• Bonus: experience in Telecom, Connectivity, Programming – Integrations.

Responsibilities

• 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 deep 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.

Skills

Technical problem-solving

Analytical thinking

Customer service

Communication skills

Multitasking

Team collaboration

Education

Bachelor's degree in CS or related field

Tools

Contact center software

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.

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 deep 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

You will have an advantage if you also have:

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

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.

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 managesmorethan120 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.