Senior Technical Account Manager, Strategic CX

Greenhouse Software, Inc.; Northern (KY); Hybrid; USD 110,000 - 170,000; Full time

Job summary

NiCE Ltd. is seeking a seasoned Technical Account Manager (TAM) to own the customer relationship for priority CX accounts. You will engage with customers before go-live and sustain success thereafter, guiding technical resolution and ensuring high satisfaction.

You will resolve complex issues, serve as a trusted advisor, and collaborate with cross-functional teams to meet SLA targets and drive growth for strategic customers.

Qualifications

• 10+ years in technical/service roles in software, telecom, or customer service.
• Strong problem-solving and troubleshooting skills.
• Working knowledge of contact center software and architectures.

Responsibilities

• Take ownership of relationships for key CX customers, engaging before go-live and driving success.
• Resolve complex problems and provide excellent technical and customer service for key accounts.
• Establish trusted advisor status with accounts through regular business reviews and proactive engagement.
• Ensure all issues and requests are handled to SLA targets by collaborating with Support, Professional Services, PM, and Engineering.
• Be accountable for customer satisfaction, retention, and referenceability for assigned accounts.

Skills

Technical problem solving

Analytical skills

Troubleshooting

Contact center software

SIP signaling

TCP/IP networking

SQL basics

Customer advocacy

Tools

SIP signaling

Network monitoring

SQL scripting

Job description

NiCE Ltd. is seeking a seasoned Technical Account Manager (TAM) to own the customer relationship for priority CX accounts. You will engage with customers before go-live and sustain success thereafter, guiding technical resolution and ensuring high satisfaction.

You will resolve complex issues, serve as a trusted advisor, and collaborate with cross-functional teams to meet SLA targets and drive growth for strategic customers.