Technical Account Manager

🕒 July 25

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 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

• Be the assigned accounts' single point of contact to our 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, hold regular discussions to review open issues, understand their contact center and business, share best practices • Excellent triage and troubleshooting skills, teaching peers those same skills to improve their success • 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 • Gain a deep understanding of each customer's environment, identify customer needs, propose solutions that will accelerate their success • Demonstrate a working knowledge of competitive product lines, differentiators and industry trends through self-education • Assist the team by taking ownership of escalations in your area of expertise, exemplifying the effective handling of difficult situations • Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment • Occasional travel (up to 25%) required, visiting customer sites

🎯 Requirements

• Bachelor's 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.

🏖️ Benefits

• Competitive salary • Professional development opportunities • Flexibility in work arrangements • Collaborative work environment