Senior TAM - Remote CXone Solutions Leader

NiCE; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

NiCE-FLEX remote model

Job summary

NiCE is seeking a Senior Technical Account Manager to act as a trusted advisor to CXone customers, engaging before go-live and guiding them through adoption and value realization. You will coordinate with Support, Professional Services, Product, Engineering, and Sales to drive outcomes and maintain strong relationships.

You will mentor other TAMs, lead complex issue resolution, and contribute to knowledge sharing and process improvements across the organization. Travel up to 25% may be required.

Qualifications

• Bachelor's degree in CS, BIS, or related field or equivalent professional experience.
• 10+ years of experience in technical services, software, telecommunications, customer service, CX technology, or service delivery.
• Demonstrated success managing complex customer relationships in technical environments.
• Strong technical problem- solving, analytical, triage, and advanced troubleshooting skills.
• Working technical knowledge of contact center software, architecture, design, and functionality.
• Experience resolving complex and high-impact technical and customer issues.
• Excellent written and verbal communication skills with both technical and business audiences.

Responsibilities

• Serve as the primary point of contact and trusted advisor for assigned strategic and complex customer accounts.
• Build strong customer relationships through regular engagement focused on business objectives, technical environments, open issues, product usage, and opportunities for improvement.
• Lead customers through go-live preparation and help establish confidence and success as they transition into production.
• Take ownership of complex technical issues and customer escalations, coordinating resources across teams through resolution.
• Perform advanced troubleshooting and technical triage while helping customers navigate complex CX environments.
• Maintain accurate and timely customer, account, activity, and case information within CRM systems.
• Mentor TAMs and other team members in troubleshooting, customer management, escalation handling, and best practices.
• Partner with Product and Engineering teams to communicate customer feedback, product issues, and enhancement opportunities.
• Identify and lead projects that improve processes, customer experience, and team performance.
• Serve as a resource for struggling accounts and help develop strategies to return to successful outcomes.

Skills

Technical problem-solving

Account management

Customer relationship management

Cross-functional collaboration

Troubleshooting

Communication skills

SLA/OLA management

CRM systems

Mentoring

Presentation skills

Education

Bachelor's degree in Computer Science, Business Information Systems, or related field

Tools

CRM systems

Microsoft Office

Job description

NiCE is seeking a Senior Technical Account Manager to act as a trusted advisor to CXone customers, engaging before go-live and guiding them through adoption and value realization. You will coordinate with Support, Professional Services, Product, Engineering, and Sales to drive outcomes and maintain strong relationships.

You will mentor other TAMs, lead complex issue resolution, and contribute to knowledge sharing and process improvements across the organization. Travel up to 25% may be required.