Senior Technical Account Manager

🕒 July 7

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Account Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 21%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 the trusted advisor and primary point of contact for assigned enterprise customers • Develop executive, operational, and technical stakeholder relationships • Align customer success strategies with measurable business outcomes • Lead Executive Business Reviews, service reviews, and strategic planning sessions • Identify risks and drive mitigation plans to protect customer success, retention, and satisfaction • Act as the voice of the customer across NiCE • Develop and execute customer success plans • Oversee implementations, enhancements, support activities, and strategic initiatives • Coordinate cross-functional resources to deliver customer priorities • Lead escalations and resolve critical business and technical issues • Ensure alignment between expectations, contractual commitments, and outcomes • Advise customers on complex technical environments • Partner with Support, Services, Product, and Engineering on technical challenges • Review implementation plans, business requirements, statements of work, and deliverables • Drive solution adoption and operational best practices • Identify expansion and cross-sell opportunities with Sales and Account Executives • Promote additional NiCE solutions, services, training, and consulting offerings • Help customers measure business value, ROI, and outcomes • Support account planning, retention, and long-term growth strategies • Collaborate with Sales, Services, Support, Product Management, Engineering, Finance, and Leadership • Share best practices and contribute to customer success excellence • Participate in process improvement initiatives • Provide customer insights influencing product strategy, roadmap priorities, and service improvements • Report to the Customer Success organization and partner cross-functionally to drive customer outcomes

🎯 Requirements

• Bachelor's degree in Business, Technology, or related field, or equivalent experience • 10+ years of customer-facing experience in Customer Success, Technical Account Management, Professional Services, Consulting, Account Management, or related fields • Experience managing enterprise customer relationships in complex technology environments • Proven ability to build executive-level relationships and influence stakeholders across all organizational levels • Experience leading customer escalations, risk management, and cross-functional coordination • Strong program and stakeholder management capabilities • Strong understanding of enterprise software, cloud technologies, and complex customer environments • Experience partnering with technical and business stakeholders to drive solution adoption and business outcomes • Ability to translate technical concepts into business value for executive audiences • Executive presence and customer-first mindset • Strong communication, relationship management, and influencing skills • Ability to navigate complex organizations and drive alignment across multiple stakeholders • Strategic thinking, strong problem-solving, and business acumen • Highly organized and effective in fast-paced, customer-centric environments • Preferred: experience with contact centers, CX, telecommunications, cloud, networking, or security technologies • Preferred: experience supporting global enterprise customers • Preferred: familiarity with HIPAA, PCI, SOX, or FISMA compliance frameworks • Preferred: experience with NiCE solutions including IEX Workforce Management, Nexidia Interaction Analytics, Performance Management, NEVA / Advanced Process Automation, and Engage Recording and Quality Management

🏖️ Benefits

• Equal opportunity employment • Travel requested to support customers on site as needed