Senior Technical Account Manager

Remote; San Francisco (CA); On-site; USD 120,000 - 190,000; Full time

Job summary

NiCE is seeking a Senior Technical Account Manager (TAM) to own strategic customer relationships for major CX accounts, advocating for customers and guiding them from pre-go-live through long-term success. You will resolve complex technical issues with a focus on service quality and business outcomes.

You will work with cross-functional teams—Support, Professional Services, Product Management, and Engineering—to ensure issues are resolved within SLA, drive adoption, and maintain high customer

Qualifications

• 7+ years in a technical/service role in software, telecom, or customer service/delivery
• Demonstrated technical problem solving proficiency
• Excellent analytical and advanced troubleshooting skills with end-users/customers
• Working technical knowledge of contact center software/design/functionality
• Implementation: broad tech & analysis skills; able to communicate at technical and functional levels with business rapport

Responsibilities

• Take ownership of customer relationships for key CX accounts and advocate within CX; engage before go-live and ensure success.
• Resolve the most complex problems and provide excellent technical and customer service to specific key accounts.
• Exemplify productive relationships with assigned accounts; hold regular discussions to review issues, understand contact center and business needs, and become a trusted partner.
• Ensure all technical challenges, issues, cases, and requests are handled properly and within SLA by collaborating with Support, Services, Product Management, and Engineering.
• Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts.

Skills

Technical/Service experience

Problem solving

Analytical skills

Contact center knowledge

Technical communication

SLA management

Tools

SQL scripting

SIP signaling

VoIP

TCP/IP networking

Job description

At NiCE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what's the role all about?

After key 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 NiCE. 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 Senior 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. TAM will help customers 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 are generally our largest, most complex, and challenging customers.

How will you make an impact?

• Take ownership of the customer relationship for key CX customers and become their advocate within CX, engaging before go-live and working closely with customers to ensure their success.

• Resolve the most complex problems and provide excellent technical and customer service to specific key accounts, including resolving technically and emotionally challenging and high-stakes issues.

• Exemplify an effective and productive relationship with assigned accounts, holding regular discussions to review open issues, understand their contact center and business, ensure CX solutions meet their needs, and become a trusted partner and advisor.

• Ensure all technical challenges, issues, cases, and requests are handled properly and within SLA targets by partnering with Technical Support, Professional Services, Product Management, and Engineering.

• Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts.

Have you got what it takes?

• 7 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

• Working technical knowledge of contact center software/design/functionality

• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport

You will have an advantage if you also have:

• TCP/IP networking knowledge and VoIP technology exposure

• Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48

• Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)

• Understanding of basic scripting fundamentals

• Solid understanding of TCP/IP and internet fundamentals

• Extensive software, telecommunications and IP Telephony

• Experience using SIP signaling

• Competent in database and SQL concepts and scripting

• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

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!

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

About NiCE

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. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ 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.