Technical Account Manager

🕒 April 24

🇺🇸 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, know how NiCE CX's solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor • Excellent triage and troubleshooting skills, teaching peers those same skills to improve their success • Partnering with other NiCE CX employees and teams (technical support, professional services, product management, engineering, etc.), 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, especially those employed by assigned accounts • Demonstrate expertise and maintain currency in telecommunications, contact center, and related 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 and NiCE CX's resources • Develop and present customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps • Assist the team by taking ownership of escalations in your area of expertise, exemplifying the effective handling of difficult situations • Develop and drive business cases that outline problems, impacts, proposed solutions and outcomes that help NiCE CX improve our performance and success • 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

• Bachelors 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 • Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development opportunities