Lead Technical Account Manager

NICE

Lead Technical Account Manager at NICE overseeing key customer relationships and ensuring success in contact center implementations. Join a company recognized for innovation in AI and digital solutions.

Posted 7/10/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & 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.

Requirements

What you’ll need

5 – 8 years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery
Proven track-record of relationship-building and strong communication skills
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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical SupportTroubleshootingImplementation SkillsSoftware AnalysisCustomer Service

Soft Skills

Relationship-BuildingEffective CommunicationCustomer Advocacy