Lead Technical Account Manager

Summary

Join NICE, a global leader in innovative software solutions, as a Lead Technical Account Manager (TAM). This role requires a seasoned professional with 10+ years of experience in technical/service roles within software, telecommunications, or customer service. As a Lead TAM, you will be responsible for resolving complex technical issues for key accounts, ensuring customer success, expanding product usage, and serving as a reference for prospective clients. The ideal candidate possesses deep technical expertise, excellent problem-solving and communication skills, and a customer-centric approach. NICE offers a dynamic and collaborative work environment with ample opportunities for professional growth and development within a market-disrupting company.

Requirements

• 10 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

Responsibilities

• Exemplify subject matter expertise in two or more technical areas
• Exemplify expertise and maintain currency in telecommunications, contact center, and related technologies
• Resolve the most complex problems and provide excellent technical and customer service to specific key accounts
• Help customers overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer

Preferred Qualifications

• Extensive software, telecommunications and IP Telephony
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations