Technical Account Manager

NICE

6h•Hybrid

About The Position

The Technical Account Management (TAM) team takes ownership of the customer relationship after key NiCE CX customers have purchased and are implementing NiCE products. The TAM becomes the customer's advocate within NiCE CX, engaging before they go live on the contact center platform and working closely with them to ensure their success. TAMs are seasoned account management and technical resolution professionals who exceed customer expectations, improve processes and technology, and meet company growth objectives. This role is for a very experienced TAM responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. The TAM will help customers overcome issues, succeed with NiCE CX technology and services, expand their product usage, act as a reference, and foster long-term loyalty. Accounts assigned may include any paid service packages, with expectations for experienced TAM services. TAMs are generally assigned customers with top-level service packages, high complexity, high-touch, or enterprise-level accounts. Interaction with customers will be via phone, email, chat, and WebEx, with face-to-face meetings as necessary. Travel is more frequent than with other TAMs due to the higher-level customers and increased services offered. The TAM will work independently and in concert with Sales, Technical Support, Professional Services, and other teams to ensure the highest levels of customer success, providing a collaborative solution that leaves the customer with a positive experience and a product that meets their needs.

Requirements

Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required.
6+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery.
Demonstrated technical problem solving proficiency.
Excellent analytical and advanced troubleshooting skills with end-users/customers.
Excellent customer service and communication skills, both verbal and written.
Ability to multitask and work well in a fast-paced environment.
Proficient in Microsoft Office applications.
Able to work with little supervision and complete projects.
Working technical knowledge of contact center software/design/functionality.
Demonstrated experience in a fast-paced environment and meeting customer time constraints.
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.
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.
Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

Responsibilities

Be the assigned accounts' single point of contact to the company, and engage resources across several teams as needed to resolve their issues and requests.
Develop and maintain an effective and productive relationship with assigned accounts, holding regular discussions to review open issues, understand their contact center and business, know how NiCE CX's solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor.
Demonstrate excellent triage and troubleshooting skills, teaching peers those same skills to improve their success.
Partner with other NiCE CX employees and teams (technical support, professional services, product management, engineering, etc.) to ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution.
Demonstrate superior in-depth knowledge of NiCE CX products and associated technologies, especially those employed by assigned accounts.
Demonstrate expertise and maintain currency in telecommunications, contact center, and related technologies.
Gain a deep understanding of each customer's environment, identify customer needs, and propose solutions that will accelerate their success.
Demonstrate a working knowledge of competitive product lines, differentiators, and industry trends through self-education and NiCE CX's resources.
Develop and present customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and next steps.
Assist the team by taking ownership of escalations in your area of expertise, exemplifying the effective handling of difficult situations.
Develop and drive business cases that outline problems, impacts, proposed solutions, and outcomes that help NiCE CX improve its performance and success.
Assist assigned customers in preparation for go-live, and build confidence with them as they begin using NiCE CX products in a live environment.
Occasional travel (up to 25%) required, visiting customer sites.