Senior Technical Account Manager: Strategic Client Advocate

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

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