Lead Technical Account Manager

NICE Systems; United (PA); Remote; USD 100,000 - 130,000; Full time

Job summary

A leading technology firm based in the United States is seeking a Lead Technical Account Manager. The role involves engaging with key customers to ensure their success with our technology, managing complex issues, and providing excellent technical support. Ideal candidates will have a Bachelor's degree and 10 years of experience in a technical/service role. The position is remote, offering competitive compensation in a dynamic environment.

Qualifications

• 10 years in a Technical/Service role in software, telecommunications, or customer service.
• Demonstrated technical problem-solving proficiency.
• Proficient in Microsoft Office applications.

Responsibilities

• Work largely during the customers' core business hours.
• Be the single point of contact for assigned accounts.
• Ensure technical challenges are handled properly.

Skills

Technical problem solving proficiency

Excellent customer service

Communication skills

Analytical skills

Advanced troubleshooting skills

Multitasking

Education

Bachelors Degree in Computer Science, Business Information Systems or similar

Tools

Microsoft Office

Job description

Job Description:

Job information Lead Technical Account Manager from the Company NICE Systems, this latest Lead Technical Account Manager job vacancy is located in the city Remote located in the country United States . This latest job opening is open to job seekers who have the latest education / graduate Bachelor Degree .

At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.

After key CX customers have purchased and are implementing our products, the Technical Account Management (TAM) team takes ownership of the customer relationship and becomes their advocate within CX. The Technical Account Manager (TAM) begins to engage with the customer before they go live on the contact center platform, and works closely with the customer from that point forward to ensure their success. Our TAMs are seasoned account management and technical resolution professionals who are at the top of their field and are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives.

The Lead TAM is a deeply experienced and expert account management professional, responsible for resolving the most 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.

Job Responsibility:

• Work largely during the customers' core business hours, with occasional extended hours as needed
• Occasional on-call after-hours work may be required as needed by the customer
• As their account management professional, be the assigned accounts' single point of contact to our company, and engage resources across several teams as needed to resolve their issues and requests
• Multi-year track record of excellence in customer satisfaction and loyalty, resolving technically and emotionally challenging and high-stakes issues, and navigating enterprise-level challenges through to successful outcomes
• Professional judgment and business savvy are respected by co-workers, customers and partners
• Exemplify an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, ensure that CX's solutions meet their needs, share best practices, consistently increase their success, and become their trusted partner and advisor
• Excellent triage and advanced troubleshooting skills, teaching peers those same skills to improve their success
• Personally resolve as many customer issues as possible, both for your accounts and others, while scheduling time for proactive activities
• Partnering with other CX employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution.

Required Education, Experience, and Specific Job Related Skills

Education Requirement:

• Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required.

Experience Requirements:

• 10 years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery
• Demonstrated technical problem solving proficiency
• Excellent analytical and advanced troubleshooting skills with end-users/customers
• Excellent customer service and communication skills, both verbal and written
• Ability to multitask and work well in a fast-paced environment
• Proficient in Microsoft Office applications
• Able to work with little supervision and complete projects
• Working technical knowledge of contact center software/design/functionality

NICE Ltd. (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 crime and ensure public safety.

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.