Senior Technical Account Manager

Summary

Join NICE, a global leader in software solutions, as a Senior Technical Account Manager. This key role demands expertise in account management, program/project management, and technical resolution for enterprise-level accounts. You will serve as the primary contact for assigned accounts, ensuring successful contract fulfillment and customer satisfaction. Collaborate with sales and engineering teams, cultivate strong customer relationships, and drive ROI through NICE's products and services. Resolve technical challenges, manage projects, and leverage your technical knowledge to implement solutions. Contribute to team success through coaching, mentoring, and identifying product enhancements. This position requires a Bachelor's degree or equivalent experience, 10+ years in account management, and 5+ years of enterprise account management.

Requirements

• Bachelor’s degree in Business Management or related field, or equivalent work experience
• 10+ years in customer account relationship management
• 5+ years of successful Enterprise Account Management in presales or post-sales, including program or project management
• Strong communication and presentation skills with both C-level and operational stakeholders
• Technical expertise in Contact Center, Telecommunications, Cloud-based Software, and Security, with strong problem-resolution skills
• Professional judgment, business acumen, and ability to work in a matrix-reporting environment
• Self-motivated, capable of prioritizing, meeting deadlines, and handling customer issues under pressure
• Experience in risk identification and mitigation, with the ability to share best practices through knowledge-based content creation

Responsibilities

• Serve as the primary contact and advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA management, and ongoing customer education
• Collaborate with Sales and Sales Engineering to align on customer opportunities, mitigate risks, and ensure successful implementation with the right resources
• Cultivate and maintain productive relationships across all levels of the customer’s organization, from front-line management to senior leadership
• Understand customers’ business goals and drive ROI with NICE’s products and services, becoming a trusted partner and advisor
• Engage cross-functional teams to resolve technical challenges, ensuring all issues are addressed within SLA targets, improving overall customer satisfaction
• Coordinate and synchronize projects to ensure alignment with overall strategy and successful completion, either personally managing or partnering with Project Managers
• Leverage deep technical knowledge of NICE products and associated technologies to implement solutions that accelerate customer success
• Conduct regular service and technology reviews, ensuring clear, timely communication with customers, and effectively manage escalated situations
• Provide coaching, mentoring, and lead escalations, contributing to team and company-wide success by driving improvements and sharing expertise
• Identify and recommend product and service enhancements, contribute to enterprise-level strategies, and lead initiatives that improve processes and customer outcomes

Preferred Qualifications

• In-depth knowledge of NICE products and technologies, especially those used by assigned accounts
• Expertise in global delivery, implementation, and account management
• Experience supporting regulatory requirements (HIPAA, PCI, SOX, FISMA, etc.)
• Industry certifications like Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc

Benefits

• Enjoy NICE-FLEX!
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week