NICE

Senior Technical Account Manager

NICE

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Take ownership of the customer relationship for key CX customers and become their advocate within NiCE, 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.

Requirements

  • 8+ 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
Benefits
  • Join an ever-growing, market disrupting, global company
  • Work in a fast-paced, collaborative, and creative environment
  • Endless internal career opportunities across multiple roles, disciplines, domains, and locations
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical problem solvinganalytical skillstroubleshooting skillscontact center softwaresoftware implementationtechnical communicationfunctional analysis
Soft Skills
customer advocacyrelationship managementcustomer satisfactionproblem resolutioncommunication skillsaccountability