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NICE

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

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical problem-solving and analytical skills while effectively managing customer relationships in the contact center domain. Proven ability to ensure customer satisfaction and retention through excellent communication and collaboration with technical teams.

Highest-signal resume keywords
Technical Problem-Solving ProficiencyCustomer Relationship ManagementContact Center Software KnowledgeAnalytical SkillsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills
Technical SupportTroubleshootingImplementation SkillsSoftware AnalysisCustomer Service
Soft Skills
Relationship-BuildingEffective CommunicationCustomer Advocacy
Tools & Technologies
Contact Center Software
Industry Keywords
TelecommunicationsService DeliveryCustomer SatisfactionRetentionSLA Targets

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