Senior Technical Account Leader - Customer Success

NICE; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

NICE Ltd. seeks an experienced customer success professional to own relationships with key CX accounts. You will advocate for customers and resolve highly complex technical issues within SLA targets.

You will collaborate with support, engineering, and product teams to drive customer success and long-term retention, leveraging strong diagnostics, VoIP and TCP/IP knowledge, and scripting where applicable.

Qualifications

• 7+ years in a technical/service role in software, telecommunications, or contact center.
• Strong analytical and troubleshooting skills with broad technical knowledge of contact center design.
• Working knowledge of TCP/IP, VoIP, and telecom architecture; SQL and scripting are a plus.

Responsibilities

• Take ownership of customer relationships for key CX accounts and become their advocate within NICE.
• Resolve the most complex technical and emotionally challenging issues within SLA targets.
• Partner with technical support, engineering, and product teams to ensure customer success and retention.

Skills

Analytical skills

Troubleshooting

Contact center design

Education

7+ years in technical/service role

Tools

SQL

Scripting

Job description

NICE Ltd. seeks an experienced customer success professional to own relationships with key CX accounts. You will advocate for customers and resolve highly complex technical issues within SLA targets.

You will collaborate with support, engineering, and product teams to drive customer success and long-term retention, leveraging strong diagnostics, VoIP and TCP/IP knowledge, and scripting where applicable.