[Hiring] Lead Technical Account Manager @NICE

Role Description

After key customers have purchased and are implementing our products, the Technical Account Management (TAM) team takes ownership of the customer relationship and becomes their advocate within NiCE. The Technical Account Manager (TAM) begins to engage with the customer before they go live on the contact center platform, and works closely with the customer from that point forward to ensure their success.

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 Lead TAM is a deeply experienced and expert account management professional, responsible for resolving the most complex problems and providing excellent technical and customer service to specific key accounts.

• Take ownership of the customer relationship for key CX customers and become their advocate within CX.
• Resolve the most complex problems and provide excellent technical and customer service to specific key accounts.
• Exemplify an effective and productive relationship with assigned accounts, holding regular discussions to review open issues.
• Ensure all technical challenges, issues, cases, and requests are handled properly and within SLA targets.
• Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts.

Qualifications

• 10 years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery.
• Demonstrated technical problem solving proficiency.
• Excellent analytical and advanced troubleshooting skills with end-users/customers.
• Working technical knowledge of contact center software/design/functionality.
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.

Requirements

• TCP/IP networking knowledge and VoIP technology exposure.
• Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48.
• Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP).
• Understanding of basic scripting fundamentals.
• Solid understanding of TCP/IP and internet fundamentals.
• Extensive software, telecommunications and IP Telephony experience.
• Experience using SIP signaling.
• Competent in database and SQL concepts and scripting.

Benefits

• Join an ever-growing, market disrupting, global company.
• Work in a fast-paced, collaborative, and creative environment.
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.