Senior 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

• Serve as a Customer Success leader for assigned Strategic accounts • Drive business outcomes, solution adoption, customer health, retention, and long-term value realization • Act as a trusted advisor and executive partner, aligning customer objectives with internal resources • Proactively manage risk and drive accountability across cross-functional teams • Coordinate and mobilize appropriate organizational expertise rather than serving as the primary technical troubleshooter • Serve as the primary point of contact, professional advocate, and relationship manager for assigned strategic accounts • Ensure fulfillment of contract deliverables, SLA management, ongoing customer education, and product enhancement • Drive customer satisfaction, retention, referenceability, and return on investment • Develop relationships with contacts ranging from frontline contact center management to senior/executive leadership • Conduct regular strategic discussions, Service and Technology Reviews, Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning • Partner with Technical Support, Professional Services, Product Management, and other CX teams to resolve issues and requests within SLA targets • Facilitate triage and troubleshooting • Apply knowledge of CX products, associated technologies, and customer environments to identify needs and support innovation • Ensure communications, assignments, actions, and details are clear, timely, effective, and logged in the CRM system • Communicate professionally during emotionally charged and escalated situations, de-escalate issues, and build customer confidence • Create standardized, consistent processes and improve process inefficiencies and risks • Coach and mentor peers and contribute to knowledge creation and improvement • Prevent escalations, engage resources, and communicate effectively when escalations occur • Lead team goal achievement and set goals that improve individual and team effectiveness • Act as backup for managers or other Technical Account Managers as needed • Travel to customer sites and attend company meetings

🎯 Requirements

• Bachelor's degree (BS) in Business Management or related field or equivalent work experience required • 5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment • Excellent Communication and Presentation skills with both C-Level 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 • Work largely during the customers' core business hours, with occasional extended hours as needed • Occasional on-call after-hours work may be required as needed by the customer • Ability to travel 20% of the time, visiting customer sites and attending company meetings • Superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts • Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc. • Experience supporting customer regulatory requirements including but not limited to HIPPA, PCI, SOX, FISMA etc. • Industry Certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc. are preferred

🏖️ Benefits

• Ability to work remotely in the USA • Opportunity to work for an innovation powerhouse recognized as a market leader in AI, cloud, and digital • Equal opportunity employment

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