Lead Technical Account Manager

🔥 0 minutes ago

🇺🇸 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

• Take ownership of the customer relationship for key CX customers and become their advocate within CX, engaging before go-live and working closely with customers to ensure their success. • Resolve the most complex problems and provide excellent technical and customer service to specific key accounts, including resolving technically and emotionally challenging and high-stakes issues. • Exemplify an effective and productive relationship with assigned accounts, holding regular discussions to review open issues, understand their contact center and business, ensure CX solutions meet their needs, and become a trusted partner and advisor. • Ensure all technical challenges, issues, cases, and requests are handled properly and within SLA targets by partnering with Technical Support, Professional Services, Product Management, and Engineering. • Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts.

🎯 Requirements

• 5 – 8 years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery • Proven track-record of relationship-building and strong communication skills • Demonstrated technical problem-solving proficiency • Excellent analytical and advanced troubleshooting skills with end-users/customers • Working technical knowledge of contact center software/design/functionality • Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport

🏖️ Benefits

• Join an ever-growing, market disrupting, global company • Work in a fast-paced, collaborative, and creative environment • Endless internal career opportunities across multiple roles, disciplines, domains, and locations