Senior Technical Account Manager

NICE

25d

About The Position

The Senior Technical Account Manager serves as a Customer Success leader for assigned Strategic accounts, driving business outcomes, solution adoption, customer health, retention, and long-term value realization. As a trusted advisor and executive partner, the role aligns customer objectives with internal resources, proactively manages risk, drives accountability across cross-functional teams, and helps customers realize measurable value from their investment. The position requires a strong understanding of customer environments and solutions, with the primary responsibility of coordinating and mobilizing organizational expertise rather than acting as the primary technical troubleshooter. The Senior TAM manages customer relationships and account outcomes, partners with internal CX teams to address issues and requests, leads service and technology reviews, and communicates clearly with stakeholders at all levels. The role also contributes to team effectiveness through coaching, mentoring, escalation prevention, and process improvement.

Requirements

Bachelor's degree in Business Management or a related field, or equivalent work experience.
At least 5 years of proven success in enterprise account relationship management in a presales or post-sales environment.
Excellent communication and presentation skills with C-level executives and day-to-day operations stakeholders.
Experience developing and executing Customer Success strategies for enterprise accounts.
Demonstrated ability to improve customer health, adoption, GRR, and NRR through proactive engagement and value-based account management.
Proven ability to lead cross-functional teams and drive accountability in matrixed organizations.
Experience conducting Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning.
Ability to work largely during customers' core business hours, with occasional extended hours as needed and occasional on-call after-hours work when required by the customer.
Ability to travel 20% of the time for customer-site visits and company meetings.

Nice To Haves

Superior in-depth knowledge of CX products and associated technologies, especially those used by assigned accounts.
Technical skill set and problem-resolution skills in Contact Center, Telecommunications, LAN/WAN, cloud-based software, Security, or related areas.
Experience supporting customer regulatory requirements such as HIPAA, PCI, SOX, or FISMA.
Industry certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, or Cisco.

Responsibilities

Serve as the primary point of contact and professional advocate for assigned Strategic accounts within CX.
Ensure fulfillment of contract deliverables, manage SLAs, provide ongoing customer education, and communicate product enhancements.
Drive customer satisfaction, retention, and referenceability, and contribute to improvements across the enterprise customer base.
Build productive relationships with account stakeholders from frontline contact center management through senior and executive leadership.
Understand customer business goals and directions and drive return on investment from products and services.
Hold regular proactive and reactive discussions, report progress against strategic direction, assess training needs, share best practices, and increase customer success.
Partner with Technical Support, Professional Services, Product Management, and other CX teams to engage appropriate resources and resolve issues or requests within SLA targets and customer outcome expectations.
Facilitate triage and troubleshooting.
Maintain in-depth knowledge of CX products, associated technologies, and assigned customers' environments.
Help internal teams understand customer product usage and needs to support continued innovation and enterprise-level solutions and services.
Arrange and conduct regular Service and Technology Reviews with appropriate customer and CX stakeholders.
Ensure communications, interactions, assignments, details, and actions are clear, effective, timely, and logged in the CRM system.
Communicate professionally and tactfully with stakeholders, including during emotionally charged or escalated situations.
Build customer confidence, de-escalate situations, and ensure customer issues and concerns are represented and handled.
Meet commitments and help others do the same to build customer trust.
Promote consistent processes and improve process issues that create inefficiency, risk, missed targets, or frustration.
Coach and mentor peers and contribute to knowledge creation and improvement.
Model escalation prevention, resource engagement, and communication when escalations occur.
Lead team goal achievement and set personal goals that improve individual and team effectiveness.
Provide backup for managers or other Technical Account Managers as needed.