Lead Technical Account Manager

NICE

About The Position

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. When key customers have purchased and are implementing our products, the Strategic Customer Success team engages and partners with customers to ensure long-term mutual success. The Technical Account Manager (TAM), in tandem with the Customer Success Director, engage with the customer before they go-live on the Contact Center Platform fostering and building the relationship from Day 1. The TAM takes ownership of the day-to-day relationship as the system transitions from implementation into the Day 2 experience. Our TAMs are seasoned account management and technical resolution professionals who are at the top of their field and are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. The Lead TAM is a deeply experienced and expert account management professional, responsible for resolving the most complex problems and providing excellent technical and customer service to specific key accounts. TAM will help customers overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer. The accounts assigned are our largest, most complex, and challenging customers.

Requirements

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

Nice To Haves

TCP/IP networking knowledge and VoIP technology exposure
Experience using industry-standard AI tools (e.g. Microsoft CoPilot)
Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
Understanding of basic scripting fundamentals
Solid understanding of TCP/IP and internet fundamentals
Extensive software, telecommunications and IP Telephony
Experience using SIP signaling
Competent in database and SQL concepts and scripting
Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

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.