Technical Account Manager

About the role

The Technical Account Management (TAM) team at NiCE CX takes ownership of customer relationships post-purchase, ensuring their success. TAMs are seasoned professionals who provide excellent technical and customer service, resolve complex problems, and collaborate with various teams to achieve customer success.

Responsibilities

• Engage with customers before going live on the contact center platform and work closely with them thereafter.
• Resolve complex problems and provide excellent technical and customer service to specific key accounts.
• Help customers overcome issues, succeed in their business using NiCE CX's technology and services, expand their usage of our products, and be a reference to prospective customers.
• Work both independently and in concert with Sales, Technical Support, Professional Services, and other teams to ensure the highest levels of customer success.
• Interact with customers via phone, email, chat, and WebEx, with face-to-face meetings as necessary and/or appropriate.
• Occasionally travel to customer sites (up to 25% of the time).

Requirements

• Bachelor's degree in Computer Science, Business Information Systems, or a related field, or equivalent work experience.
• 6+ years of experience in a Technical/Service role in software, telecommunications, or customer service, call/contact center, and/or service delivery.
• Demonstrated technical problem-solving proficiency and advanced troubleshooting skills.
• Excellent analytical and customer service skills, both verbal and written.
• Ability to multitask and work well in a fast-paced environment.
• Proficient in Microsoft Office applications.
• Working technical knowledge of contact center software/design/functionality.
• Experience in a fast-paced environment and meeting customer time constraints.
• Broad skills in both technology and analysis, experience in communicating at a technical and functional level, and managing business rapport.

Qualifications

• Comprehensive knowledge of TCP/IP, telecom circuits, network topology, PBX, carriers, VoIP, and basic scripting fundamentals.
• Solid understanding of TCP/IP and internet fundamentals.
• Extensive software, telecommunications, and IP Telephony experience.
• Competent in database and SQL concepts and scripting.
• An analytical, inquisitive, service, and team-oriented demeanor, and an early adopter attitude.

Skills

• Excellent triage and troubleshooting skills.
• Superior in-depth knowledge of NiCE CX products and associated technologies.
• Expertise and currency in telecommunications, contact center, and related technologies.
• Deep understanding of each customer's environment and ability to identify customer needs.
• Propose solutions that will accelerate customer success.
• Develop and present customized presentations to assigned accounts.
• Take ownership of escalations in your area of expertise.
• Develop and drive business cases that outline problems, impacts, proposed solutions, and outcomes.
• Assist customers in preparation for go-live and build confidence in using our products in a live environment.

Benefits

Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations.

Pay

Nice compensation details are confidential and not specified in this posting.

Schedule

Flexible schedule to accommodate customer needs and occasional travel (up to 25%) required.