Senior Technical Account Manager

Summary

Join NICE as a Lead Technical Account Manager (TAM) and become a key advocate for our CXone customers. You will be responsible for managing complex accounts, resolving technical issues, and ensuring customer success. This role requires deep technical expertise, excellent customer service skills, and the ability to mentor other TAMs. You will work closely with various teams to deliver exceptional customer experiences and contribute to the company's growth. The position involves frequent interaction with customers via various channels, occasional travel, and occasional on-call work. NICE offers a challenging and rewarding career opportunity for ambitious individuals who strive for excellence.

Requirements

• Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required
• 8+ 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
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations
• Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker
• Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases

Responsibilities

• Work largely during the customers' core business hours, with occasional extended hours as needed
• Occasional on-call after-hours work may be required as needed by the customer
• As their account management professional, 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
• Exemplify an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, ensure that CXone's solutions meet their needs, share best practices, consistently increase their success, and become their trusted partner and advisor
• Partnering with other CXone 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. This includes assisting with issues for other TAMs
• Demonstrate superior in depth knowledge of CXone products and associated technologies, especially those employed by assigned accounts
• Utilize a deep understanding of each customer's environment to identify customer needs and implement solutions that will accelerate their success
• Exemplify deep knowledge of competitive product lines, differentiators and industry trends through self-education and CXone's resources, and teach others
• Develop and present compelling customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
• Provide training to accounts to ensure that they get the most out of their CXone investment
• Capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledgebase content
• Contribute high-value knowledgebase content that enables the success of employees across CXone, partners, and enterprise-level customers operating in complex and large contact center environments
• Provide coaching to peers and exemplify consistent and high-value participation in knowledge creation and improvement
• Contributes to product strategy and direction by participating with the Product and Practice Specialist team to communicate enhancements and issues to Product Management and Engineering
• Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM system
• Lead assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
• Mentor TAMs at all levels and other peers as appropriate toward increased success
• Provide high-value technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiency
• Fill advanced technical and process training needs, and provide that training to others without prompting or requirement from leadership. The training improves others' effectiveness and efficiency
• Expert at turning failing or struggling accounts into successful accounts, and helping others in the team do the same
• Manage and document certain CXone technical projects with each assigned account to ensure that they are successful
• Can act as a backup for managers or other Senior TAMs as needed
• Occasional travel (up to 25%) required, visiting customer sites and attending company meetings

Preferred Qualifications

• TCP/IP networking knowledge and VoIP technology exposure
• Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
• Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
• Understanding of basic scripting fundamentals
• Solid understanding of TCP/IP and internet fundamentals
• Extensive software, telecommunications and IP Telephony
• Experience using SIP signaling
• Competent in database and SQL concepts and scripting
• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter