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Role Description

After key NiCE CX 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 CX. 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 TAM is a very experienced TAM, responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts.

• Help customers overcome issues that arise and succeed in their business using our technology and services.
• Expand their usage of our products and be a reference to prospective customers.
• Be a long-term and loyal customer advocate.
• Interaction with customers via phone, email, chat, and WebEx, with face-to-face meetings as necessary.
• Frequent travel due to the higher level customers being served.
• Work independently and in concert with Sales, Technical Support, Professional Services, and other teams.

Qualifications

• Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required.
• 6+ 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.
• Excellent customer service and communication skills, both verbal and written.
• Ability to multitask and work well in a fast-paced environment.
• Proficient in Microsoft Office applications.
• Able to work with little supervision and complete projects.
• Working technical knowledge of contact center software/design/functionality.
• Demonstrated experience in a fast-paced environment and meeting customer time constraints.

Requirements

• Excellent triage and troubleshooting skills, teaching peers those same skills to improve their success.
• Partnering with other NiCE CX employees and teams to ensure that all technical challenges and other issues/cases/requests are being handled properly.
• Demonstrate superior in-depth knowledge of NiCE CX products and associated technologies.
• Gain a deep understanding of each customer's environment and identify customer needs.
• Demonstrate a working knowledge of competitive product lines, differentiators, and industry trends.
• Develop and present customized presentations to assigned accounts.
• Assist the team by taking ownership of escalations in your area of expertise.
• Develop and drive business cases that outline problems, impacts, proposed solutions, and outcomes.
• Assist assigned customers in preparation for go-live.
• Occasional travel (up to 25%) required, visiting customer sites.

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.
• Opportunity to learn and grow every day.