Principal Technical Account Manager

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?
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 responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts.
He/she will help them 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.
The accounts assigned may include any of our paid service packages, where the services of an experienced TAM are expected.
TAMs are generally assigned customers with a top-level service package, have high complexity, are high-touch, or are enterprise-level.
Interaction with customers will be done via phone, email, chat and Web Ex, with face to face meetings as necessary and/or appropriate.
Travel is more frequent than with other TAMs due to the higher level customers being served and the increased services offered with higher level service packages.
The TAM will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.
How will you make an impact?
You will be responsible for: Working 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 Being the assigned accounts' single point of contact to our company, and engaging resources across several teams as needed to resolve their issues and requests Developing and maintaining an effective and productive relationship with assigned accounts, holding regular discussions to review open issues, understand their contact center and business, know how NICE CX's solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor Excellent triage and troubleshooting skills, teaching peers those same skills to improve their success Personally resolving as many customer issues as possible while scheduling time for proactive activities Partnering with other NICE CX employees and teams (technical support, professional services, product management, engineering, etc.
), ensuring that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution Demonstrating superior in-depth knowledge of NICE CX products and associated technologies, especially those employed by assigned accounts Gaining a deep understanding of each customer's environment, identifying customer needs, proposing solutions that will accelerate their success Ensuring that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM system Being accountable for all actions and tactfully reinforcing accountability across all employees and teams in the company for delivering to OLA and SLA.
Assisting assigned customers in preparation for go-live, and building confidence with them as they begin using our products in a live environment Participating in team goal achievement and setting personal goals that increase effectiveness and success Identifying opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommending those improvements through proper channels, driving product/services enhancements and development Mentoring Associate TAMs and other peers as appropriate toward increased success Managing and documenting certain NICE CX technical projects with each assigned account to ensure that they are successful Occasional travel (up to 25%) required, visiting customer sites Performing other tasks and duties as assigned or needed Following the company Code of Ethics and NICE CX policies and procedures at all times Have you got what it takes?
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 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 Working technical knowledge of contact center software/design/functionality You will have an advantage if you also have: TCP/IP networking knowledge and Vo IP technology exposure Understanding of network topology and telecommunications architecture (PBX, Carriers and Vo IP) Understanding of basic scripting fundamentals Competent in database and SQL concepts and scripting What's in it for you?
Join an ever-growing, market-disrupting, global company where the teams 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.
About NICE NICE software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences and ensure public safety.
Every day, NICE software manages more than 120 million customer interactions.
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.
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