Technical Account Manager
3 weeks ago
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.
So, what’s the role all about?
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 enterprise-level.
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. The 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..
How will you make an impact?
Work largely during the customers' core business hours, with occasional extended hours as neededOccasional on-call after-hours work may be required as needed by the customerAs 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 requestsDevelop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, know how NICE CX's solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisorExcellent triage and troubleshooting skills, teaching peers those same skills to improve their successPersonally resolve as many customer issues as possible while scheduling time for proactive activitiesPartnering with other NICE CX 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 resolutionDevelop and present customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next stepsHave you got what it takes?
Bachelors 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 deliveryDemonstrated technical problem solving proficiencyExcellent analytical and advanced troubleshooting skills with end-users/customersExcellent customer service and communication skills, both verbal and writtenAbility to multitask and work well in a fast-paced environmentProficient in Microsoft Office applicationsAble to work with little supervision and complete projectsWorking technical knowledge of contact center software/design/functionalityDemonstrated experience in a fast paced environment and meeting customer time constraintsImplementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapportYou will have an advantage if you also have:
TCP/IP networking knowledge and VoIP technology exposureComprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)Understanding of basic scripting fundamentalsSolid understanding of TCP/IP and internet fundamentalsExtensive software, telecommunications and IP TelephonyExperience using SIP signalingCompetent in database and SQL concepts and scriptingAnalytical, inquisitive, service & team-oriented, friendly demeanor, early adopterWhat’s in it for you?
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. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr
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. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
Requisition ID: 3741
Reporting into: Manager, Technical Account Management
Role Type: Individual Contributor
#LI-Remote
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