Senior Technical Account Manager

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

The Senior Technical Account Manager is a seasoned account management, program/project management and technical resolution professional who is at the top of their field. They are unified with team members across the company in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. This key professional is responsible for resolving the most complex problems and providing excellent technical and customer service to one or more named enterprise-level accounts. Working with the most skilled resources across the company, he/she will help our most strategic and large customers overcome issues that arise, succeed in their business using our technology and services, their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer.

Major Functions/Responsibilities

Account Management

Partner with Sales and Sales Engineering during the final stages of the sales process to understand the opportunity, mitigate early identified risks and ensure a successful implementation timeline with aligned CX resources.

Be the assigned enterprise account's single point of contact and function as their professional advocate and relationship manager within CX, ensuring fulfillment of contract deliverable's, SLA management, ongoing customer education and product enhancement

Develop and maintain an effective and productive relationship with assigned account(s) at all levels within their organization (from front-line contact center management through senior/executive leadership)

Clear understanding of the assigned accounts' business goals and directions and drive return on investment with our products and services

Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor (report progress on strategic direction, understand their contact center and business, ensure that CX's solutions meet their needs, assess training needs, share best practices, consistently increase their success, review project status, review and drive resolution of open issues, etc.)

Partnering with other CX employees and teams (Technical Support, Professional Services, Subject Matter Experts, Product Management, Engineering, etc.), ensure that proper resources are engaged to resolve all technical challenges/issues/cases/requests properly and within SLA targets

Responsible for customer satisfaction, retention and reference ability for all assigned accounts and drives improvements that ensure we do this across our enterprise customer base

Project Management

Work with Project Managers to ensure that projects mesh well with the overall strategy and are implemented successfully

Coordinate all projects to ensure that they are all synchronized and completed as agreed (some projects will be managed by the Principal Technical Account Manager, however if the project is too big and would distract them from their overall work, they will engage Project Manager to drive the project)

Technical

Excellent triage and advanced troubleshooting skills

Demonstrate superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts, with subject matter expertise in two or more technical areas

Exemplary expertise and knowledge in telecommunications, contact center, and related technologies

Utilize a deep understanding of each customer's environment to identify customer needs and implement solutions that will accelerate their success. Help others across the company understand how the customer is using our products, ensuring that we use that understanding to continue to innovate and deliver best in class enterprise-level solutions and services

Exemplify deep knowledge of competitive product lines, differentiators and industry trends through self-education and CX's resources, and share that knowledge with co-workers

Communication

Arrange and conduct regular Service and Technology Reviews with proper customer and CX stakeholders

Develop and present compelling customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps

Contributes to enterprise-level 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

Appropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, organization, progress and direction. This may be required for accounts other than those assigned to you

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 builds confidence, de-escalates situations, and helps customers know that their issues and concerns are being properly represented and handled by CXone

Make and meet all commitments, building trust with customers and help others to do the same

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

Employ an assertive yet positive attitude in working with others to create standardized and consistent processes and to improve process issues that cause inefficiency, risk, missed targets, and frustration

Provide high-value technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiency

Engages with Sales on new opportunities to ensure proper communication and coordination

Reviews all Statements of work and BRDs to ensure that everyone is aligned and that delivery/timing is achievable

Leadership

Provide coaching and mentoring to peers and exemplify consistent and high-value participation in knowledge creation and improvement

Assist the team by taking ownership of escalations from other accounts in your area of expertise, exemplifying the effective handling of difficult situations

Exemplify escalation prevention, resource engagement and communication when escalation occurs

Provide assistance and leadership in resolving complex issues across teams and throughout the company

Develop and drive business cases that outline problems, impacts, proposed solutions and outcomes that help CX improve our performance and success

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

Exemplify professionalism and leadership with customers, and helps peers to develop the same level of expertise

Professionally and tactfully teaches proper process and methods that ensure customer service excellence

Lead the way in team goal achievement and set personal goals that increase effectiveness and success of yourself and the team

Add value to the company by finding, recommending and leading important projects, tasks and initiatives that improve process, methods, tactics and success within the team and across CX, with little management intervention. Participation in these activities does not detract from the service, value, and outcomes provided to assigned accounts

Mentor TAMs at all levels and other peers as appropriate toward increased success

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

Can act as a backup for managers or other Enterprise Account Managers/Senior TAMs as needed

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

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

Required Education, Experience, and Specific Job Related Skills:

Bachelor's degree (BS) in Business Management or related field or equivalent work experience required.

Experience Required

8+ Customer account relationship management experience

5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment including program, project or implementation management.

Excellent Communication and Presentation skills with both C-Level and day to day operations stakeholders

Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.

Professional judgment and business savvy that is respected by leaders, co-workers, customers and partners

Work in a matrix-reporting environment, where direction and advice is received from several leaders

Ability to capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving high-value knowledgebase content

Self-Motivated with the ability to prioritize, work well under pressure to meet deadlines, defuse customer issues and concerns

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

Risk Identification/Risk mitigation skills – ability to identify, capture and mitigate risks

Ability to travel 30% of the time, visiting customer sites and attending company meetings.

Experience Preferred

Superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts

Global Delivery, Implementation and Account management

Experience supporting customer regulatory requirements including but not limited to HIPPA, PCI, SOX, FISMA etc.

Industry Certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.

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.