NICE

About Company

Senior Technical Account Manager (Remote) - Join NICE

Location: USA

Are you ready for the ultimate career opportunity? NICE is on the lookout for a highly motivated and experienced Senior Technical Account Manager to join our remote team. If you thrive on challenges and have a passion for customer success, this role could ignite your professional journey.

About NICE

NICE Ltd. (NASDAQ: NICE) offers cutting-edge software solutions utilized by over 25,000 global businesses, including 85 of the Fortune 100. Our products are designed to enhance customer experiences, combat financial crime, and ensure public safety. With a strong foundation in AI, cloud, and digital innovation, NICE operates in 30+ countries with a team of over 8,500 employees.

We are 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.

Role Overview

As a Senior Technical Account Manager (TAM), you will be the key liaison for our CXone customers, taking ownership of their relationships and ensuring their success. Engage with customers before they go live on our contact center platform and continue to support them post-implementation. Resolve complex technical and operational issues, advocate for customers, and mentor other TAMs.

Key Responsibilities

• Maintain regular interactions through phone, email, chat, and WebEx; face-to-face meetings as needed.
• Mentor and coach other TAMs on a daily basis.
• Collaborate with Sales, Technical Support, Professional Services, and other teams to ensure customer satisfaction.
• Handle the most complex problems and provide excellent customer service to top-tier accounts.
• Travel up to 25% for customer visits and company meetings.

Impactful Contributions

• Act as the single point of contact for assigned accounts.
• Resolve high-stakes technical and emotionally challenging issues.
• Ensure all issues are addressed within SLA targets and maintain CRM logs.
• Develop and deliver customized presentations quantifying product benefits.
• Provide training sessions for customers to maximize their CXone investment.
• Create and update high-value knowledgebase content.

Required Qualifications

• Bachelor's Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience.
• 8+ years in technical/service roles within software, telecommunications, customer service, or relevant fields.
• Proficiency in technical problem-solving and advanced troubleshooting.
• Exceptional customer service and communication skills.
• Ability to multitask and operate effectively in fast-paced environments.
• Strong knowledge of Microsoft Office applications.

Preferred Skills

• Experience with TCP/IP networking and VoIP technology.
• Comprehensive understanding of network topology and telecommunications architecture.
• Familiarity with scripting fundamentals and SQL concepts.
• Analytical, service-oriented, and a team player with a friendly demeanor.

Apply now to join NICE and challenge your limits with our dynamic team!