[Hiring] Senior Technical Account Manager @NICE

Role Description

The Senior Technical Account Manager serves as a Customer Success leader for assigned Strategic accounts, responsible for driving business outcomes, solution adoption, customer health, retention, and long-term value realization. Acting as a trusted advisor and executive partner, the Senior TAM aligns customer objectives with internal resources, proactively manages risk, drives accountability across cross-functional teams, and ensures customers achieve measurable success from their investment.

• Be the assigned Strategic account's primary point of contact and function as their professional advocate and relationship manager within CX.
• Ensure fulfillment of contract deliverables, SLA management, ongoing customer education, and product enhancement.
• Responsible for customer satisfaction, retention, and reference ability for all assigned accounts.
• Develop and maintain effective relationships with assigned account(s) at all levels within their organization.
• Hold regular discussions that balance proactive and reactive work to become their trusted partner and advisor.
• Partner with other CX teams to ensure proper resources are engaged to resolve issues/requests within SLA targets.

Qualifications

• Bachelor's degree (BS) in Business Management or related field or equivalent work experience required.
• 5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment.
• Excellent Communication and Presentation skills with both C-Level and day-to-day operations stakeholders.
• Experience developing and executing Customer Success strategies for enterprise accounts.
• Demonstrated ability to improve customer health, adoption, GRR, and NRR through proactive engagement.
• Proven ability to lead cross-functional teams and drive accountability in matrixed organizations.
• Experience conducting Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning.
• Ability to travel 20% of the time, visiting customer sites and attending company meetings.

Requirements

• Work largely during the customers' core business hours, with occasional extended hours as needed.
• Occasional on-call after-hours work may be required as needed by the customer.

Benefits

• Superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts.
• Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.
• Experience supporting customer regulatory requirements including but not limited to HIPPA, PCI, SOX, FISMA etc.
• Industry Certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.