Technical Account Manager

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

Technical Account Manager

Our TAMs are seasoned account management and technical resolution professionals who are at the top of their field and are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. The TAM is a very experienced TAM, responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. He/She will help them 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. The accounts assigned may include any of our paid service packages, where the services of an experienced TAM are expected. TAMs are generally assigned customers with a top-level service package, have high complexity, are high-touch, or are enterpriselevel.

Interaction with customers will be done via phone, email, chat, and WebEx, with face to face meetings as necessary and/or appropriate. Travel is more frequent than with other TAMs due to the higher level customers being served and the increased services offered with higher level service packages. TAM will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.

As a Technical Account Manager, a Typical Day Might Include the Following:

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

Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, knowhow NICE's solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor

Provide effective triage and troubleshooting assistance to assigned accounts on reported issues, and personally resolve as many issues as possible while scheduling a time for proactive activities

Partnering with other NICE 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 in-depth knowledge of NICE 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'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

Provide training to accounts to ensure that they get the most out of their NICE investment

Capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledge base content

Ensure that all communication, interactions, assignments, details, and actions are clear, effective, timely (within established SLA), and are logged into the CRM system

Consistently and regularly update customer and account information, keeping it current in the CRM system

Tactfully, confidently and professionally communicate with all stakeholders, especially in emotionally-charged and escalated situations, bringing people together with the common goal of resolving issues and accelerating the customer's success

Communicate and work with customers in a way that they do not escalate and are confident that their issues and concerns are being properly represented and handled by NICE

Make and meet commitments, building trust with customers

Present a professional image in communication, conduct, attitude, and attire

Accountable for all actions, and tactfully reinforce accountability across all employees and teams in the company

Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment

Responsible for customer satisfaction, retention, and reference ability for all assigned accounts

Participate in team goal achievement and set personal goals that increase effectiveness and success

Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development

Participate in process improvement that will increase customer satisfaction and personal effectiveness

Mentor Associate TAMs toward increased success

Provide technical and process training to others based on skills and expertise

Manage and document certain NICE technical projects with each assigned account to ensure that they are successful

Perform other tasks and duties as assigned or needed

Follow the company Code of Ethics and NICE policies and procedures at all times.

Communicate in an effective and professional way with customers in and outside of NICE.

To Land This Gig, You Need:

Bachelor’s 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.

Amenable to work on a night shift

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.