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.
So, what’s the role all about?
Our Technical Account Managers are seasoned account management and technical resolution professionals at the top of their field. They are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. The Technical Account Manager is responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. Technical Account Manager will help customers 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.
How will you make an impact?
- Drive Client Success: Become a trusted advisor for key clients, resolving complex technical challenges and ensuring their success with NiCE products and services.
- Foster Strategic Relationships: Build strong, collaborative relationships with clients, fostering trust and long-term partnerships.
- Deliver Exceptional Service: Collaborate effectively across internal teams to provide clients with exceptional technical support and customer service.
- Technical Expertise: Leverage deep knowledge of NiCE products and technologies to troubleshoot client issues and optimize their solutions.
- Client-Centric Approach: Gain a comprehensive understanding of each client's business needs and identify opportunities to enhance their success with NiCE solutions.
- Communication & Knowledge Sharing: Develop and deliver impactful presentations showcasing client achievements and best practices. Train clients to maximize their investment in NiCE products and services.
- Continuous Improvement: Contribute to the development and improvement of NiCE products and services by identifying and recommending enhancements based on client feedback.
As a Technical Account Manager, you will also be expected to:
- Have a proven background and understanding of modern cloud contact centers and their associated core applications.
- Support assigned customers in preparation for go-live and build confidence with them as they begin using NiCE products in their environment.
- 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.
- Partner 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 resolution.
- Create, own, and develop a Customer Success Plan for each customer that is focused on ensuring key milestones and success criteria are delivered and value realisation is
assured.
- Work largely during the customers' core business hours, with occasional extended hours as required to deliver planned activities.
- Plan and deliver all customer success / service delivery meetings with customers creating all content and providing in-depth analysis and management information and
reports.
- Deliver product overviews, demonstrate new features, and provide appropriate coaching as required.
- Responsible for customer satisfaction, retention and referencability for all assigned accounts.
Have you got what it takes?
- Bachelor's degree in Computer Science, Business Information Systems, or a related field; or equivalent work experience.
- 5 years of experience in a technical or service role within software, telecommunications, customer service, call/contact centers, or service delivery.
- Demonstrated proficiency in technical problem-solving, including strong analytical and advanced troubleshooting skills.
- Excellent customer service and communication skills, with fluency in both written and verbal communication.
- Ability to multitask effectively and thrive in a fast-paced environment.
- Working knowledge of contact center software design and functionality, with a strong understanding of technical concepts.
You will have an advantage if you also have:
- Experience/knowledge in Telecom, Connectivity, Programming – Integrations, Software/Systems/Applications
This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
What’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: 11123
Reporting into: Manager, Customer Success
Role Type: Individual Contributor
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.
