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 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, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer.

Responsibilities

), 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 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 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 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.