Senior 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

• Partner with Sales and Sales Engineering during the final stages of the sales process to understand the opportunity, mitigate early identified risks and ensure a successful implementation timeline with aligned CX resources. • Be the assigned enterprise account's single point of contact and function as their professional advocate and relationship manager within CX. • Develop and maintain an effective and productive relationship with assigned account(s) at all levels within their organization. • Clear understanding of the assigned accounts' business goals and directions and drive return on investment with our products and services. • Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor. • Partnering with other CX employees and teams, ensure that proper resources are engaged to resolve all technical challenges/issues/cases/requests properly and within SLA targets. • Responsible for customer satisfaction, retention and reference ability for all assigned accounts.

🎯 Requirements

• Bachelor's degree (BS) in Business Management or related field or equivalent work experience required. • 8+ Customer account relationship management experience • 5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment including program, project or implementation management. • Excellent Communication and Presentation skills with both C-Level and day to day operations stakeholders • Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc. • Professional judgment and business savvy that is respected by leaders, co-workers, customers and partners • Work in a matrix-reporting environment, where direction and advice is received from several leaders • Ability to capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving high-value knowledgebase content • Self-Motivated with the ability to prioritize, work well under pressure to meet deadlines, defuse customer issues and concerns • Ability to travel 30% of the time, visiting customer sites and attending company meetings.

🏖️ Benefits

• Health insurance • 401(k) matching • Professional development • Flexible work arrangements