Senior Technical Account & Customer Advocate

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

Job summary

NiCE is seeking a seasoned Technical Account Manager (TAM) to own the customer relationship for key CX accounts after go-live, and to advocate for the customer from initiation through ongoing success.

You will resolve the most complex issues, collaborate with Technical Support, Professional Services, Product Management and Engineering, and drive customer satisfaction, retention, and referenceability across strategic deployments.

Qualifications

• Demonstrated ability to solve technical problems and troubleshoot complex issues.
• Strong analytical skills and end-user focus for service delivery.
• Working knowledge of contact center software and functionality.
• Experience with networking fundamentals and SIP signaling.

Responsibilities

• Own the customer relationship for key CX accounts and advocate for the customer post go-live.
• Resolve complex problems and deliver excellent technical and customer service.
• Maintain productive relationships with accounts and review open issues regularly.
• Ensure SLA-compliant handling by coordinating with Support, PS, PM and Engineering.
• Be accountable for customer satisfaction, retention and referenceability.

Skills

Technical problem solving

Analytical skills

Troubleshooting

Contact center software knowledge

Networking knowledge

Tools

SIP signaling

SQL scripting

Job description

NiCE is seeking a seasoned Technical Account Manager (TAM) to own the customer relationship for key CX accounts after go-live, and to advocate for the customer from initiation through ongoing success.

You will resolve the most complex issues, collaborate with Technical Support, Professional Services, Product Management and Engineering, and drive customer satisfaction, retention, and referenceability across strategic deployments.