Lead Technical Account Manager

🕒 September 30

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Account Manager

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Own the customer relationship for key CX customers and act as their advocate within CX • Engage with customers before go-live and work closely with them to ensure success • Resolve complex, technically and emotionally challenging, high-stakes issues • Provide excellent technical and customer service to assigned key accounts • Hold regular discussions with accounts to review open issues and understand their contact center and business needs • Ensure CX solutions meet customer needs and become a trusted partner and advisor • Ensure technical challenges, issues, cases, and requests are handled properly and within SLA targets • Partner with Technical Support, Professional Services, Product Management, and Engineering • Be accountable for customer satisfaction, retention, and referenceability for assigned accounts • Support customers in overcoming issues, succeeding with NiCE technology and services, expanding product usage, becoming references, and remaining long-term customers

🎯 Requirements

• 10 years in a Technical/Service role in software, telecommunications, customer service, call/contact center, and/or service delivery • Demonstrated technical problem-solving proficiency • Excellent analytical and advanced troubleshooting skills with end-users/customers • Working technical knowledge of contact center software, design, and functionality • Broad implementation skills in technology and analysis • Experience communicating at technical and functional levels while managing business rapport • TCP/IP networking knowledge and VoIP technology exposure • Comprehensive knowledge of TCP/IP and telecom circuits from DS0 through OC-48 • Understanding of network topology and telecommunications architecture, including PBX, carriers, and VoIP • Understanding of basic scripting fundamentals • Solid understanding of TCP/IP and internet fundamentals • Extensive software, telecommunications, and IP telephony experience • Experience using SIP signaling • Competence in database and SQL concepts and scripting

🏖️ Benefits

• Fast-paced, collaborative, and creative work environment • Opportunities to learn and grow • Internal career opportunities across multiple roles, disciplines, domains, and locations • Equal opportunity employment

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