Senior Technical Account Manager: Strategic CX & Solutions

Openkrill; United States; Remote; USD 140,000 - 210,000; Full time

Job summary

NiCE’s Technical Account Management team seeks a Principal TAM to own relationships with our largest CX customers, guiding them from pre-live through ongoing success. You will resolve complex issues, advocate for customers, and coordinate with Support, Professional Services, Product, and Engineering.

You bring 10+ years in technical/service roles, deep problem solving, and strong TCP/IP/VoIP knowledge, with experience in contact center software and SQL.

Qualifications

• 10 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.

Responsibilities

• 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.

Skills

Technical account mgmt

Problem solving

Analytical skills

Contact center knowledge

Technical communication

Tools

SIP signaling

SQL concepts

TCP/IP networking

Job description

NiCE’s Technical Account Management team seeks a Principal TAM to own relationships with our largest CX customers, guiding them from pre-live through ongoing success. You will resolve complex issues, advocate for customers, and coordinate with Support, Professional Services, Product, and Engineering.

You bring 10+ years in technical/service roles, deep problem solving, and strong TCP/IP/VoIP knowledge, with experience in contact center software and SQL.