Senior Technical Account Manager

NICE

7h•Remote

About The Position

As a Senior Technical Account Manager (TAM) at NiCE, you will serve as a trusted technical advisor and advocate for some of our most complex CXone customers. You will begin engaging with customers prior to go-live and maintain ownership of the relationship throughout their journey, helping ensure they successfully adopt, optimize, and realize value from their CXone solutions. You will combine strategic account management with advanced technical problem-solving, working closely with customers to understand their contact center environments, resolve complex challenges, prevent escalations, and identify opportunities to improve their overall experience. Internally, you will partner across Technical Support, Professional Services, Product Management, Engineering, Sales, and other teams to drive customer outcomes. As a senior member of the TAM organization, you will also serve as a technical and customer-management leader, mentoring other TAMs, sharing best practices, and helping improve processes across the organization.

Requirements

Bachelor's degree in Computer Science, Business Information Systems, a related field, or equivalent professional experience.
10+ years of experience in technical services, software, telecommunications, customer service, contact center technology, and/or service delivery.
Demonstrated success managing complex customer relationships in technical environments.
Strong technical problem-solving, analytical, triage, and advanced troubleshooting skills.
Working technical knowledge of contact center software, architecture, design, and functionality.
Experience resolving complex and high-impact technical and customer issues.
Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and business audiences.
Strong customer-service orientation and the ability to establish trusted-advisor relationships.
Ability to communicate calmly, confidently, and professionally during escalations and other high-pressure customer situations.
Experience working cross-functionally with technical and business teams to drive issues through resolution.
Ability to manage multiple priorities and customer needs in a fast-paced environment.
Demonstrated ability to work independently, exercise sound professional judgment, and drive projects through completion.
Experience communicating technical and functional concepts while maintaining strong business relationships.
Strong understanding of contact center operations, KPIs, and industry best practices.
Ability to train, mentor, present, and share technical knowledge effectively with customers and colleagues.
Proficiency with Microsoft Office applications and experience maintaining customer information within CRM systems.

Nice To Haves

Experience with NiCE CXone or similar cloud contact center/CCaaS platforms.
Advanced knowledge of telecommunications, contact center, and IP telephony technologies.
TCP/IP networking knowledge and experience with internet and network fundamentals.
Experience with VoIP technologies and SIP signaling.
Understanding of network topology and telecommunications architecture, including PBX and carrier environments.
Knowledge of telecom circuits and associated technologies.
Experience with databases, SQL concepts, and scripting.
Understanding of software engineering, integrations, programming concepts, and/or database technologies.
Experience serving as a technical subject matter expert, mentor, trainer, or escalation resource.
Experience presenting or delivering technical training to large audiences.
A highly analytical, inquisitive, collaborative, service-oriented mindset with an interest in emerging technologies.

Responsibilities

Serve as the primary point of contact and trusted advisor for assigned strategic and complex customer accounts.
Build strong customer relationships through regular engagement focused on business objectives, technical environments, open issues, product usage, and opportunities for improvement.
Lead customers through go-live preparation and help establish confidence and success as they transition into production.
Take ownership of complex technical issues and customer escalations, coordinating resources across Technical Support, Professional Services, Product Management, Engineering, and other teams through resolution.
Perform advanced troubleshooting and technical triage while helping customers navigate complex contact center and CXone environments.
Ensure customer issues, cases, and requests progress appropriately and remain within established SLA and OLA expectations.
Maintain a deep understanding of each customer's technical environment and business objectives to proactively identify needs, risks, and opportunities.
Drive customer satisfaction, retention, adoption, and referenceability across assigned accounts.
Develop and deliver customized customer presentations demonstrating product usage, realized value, achievements, opportunities, and recommended next steps.
Provide technical and product training that enables customers to maximize the value of their NiCE CXone investment.
Communicate confidently and professionally with technical, business, and executive stakeholders, including during high-pressure or escalated situations.
Identify potential escalations early and coordinate the appropriate internal resources to prevent or resolve them.
Develop business cases that clearly define customer challenges, business impact, proposed solutions, and expected outcomes.
Maintain accurate and timely customer, account, activity, and case information within CRM systems.
Capture and share technical knowledge, best practices, and repeatable solutions through knowledge-base content and internal training.
Mentor and coach TAMs and other team members in technical troubleshooting, customer management, escalation handling, and best practices.
Serve as a subject matter expert across multiple technical areas and help develop technical capabilities across the broader TAM organization.
Partner with Product and Engineering teams to communicate customer feedback, product issues, and enhancement opportunities.
Identify and lead projects and initiatives that improve processes, customer experience, operational efficiency, and overall team performance.
Serve as a resource for struggling or escalated accounts and help develop strategies that return those customers to successful outcomes.
Work primarily during customers' core business hours, with occasional extended or after-hours support as customer needs require.
Travel up to 25% for customer meetings, site visits, and company events.