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 WebEx, 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 neededOccasional on-call after-hours work may be required as needed by the customerBeing the assigned accounts' single point of contact to our company, and engaging resources across several teams as needed to resolve their issues and requestsDeveloping 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 advisorExcellent triage and troubleshooting skills, teaching peers those same skills to improve their successPersonally resolving as many customer issues as possible while scheduling time for proactive activitiesPartnering 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 resolutionDemonstrating superior in-depth knowledge of NICE CX products and associated technologies, especially those employed by assigned accountsGaining a deep understanding of each customer's environment, identifying customer needs, proposing solutions that will accelerate their successEnsuring that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM systemBeing 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 environmentParticipating in team goal achievement and setting personal goals that increase effectiveness and successIdentifying 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 developmentMentoring Associate TAMs and other peers as appropriate toward increased successManaging and documenting certain NICE CX technical projects with each assigned account to ensure that they are successfulOccasional travel (up to 25%) required, visiting customer sitesPerforming other tasks and duties as assigned or neededFollowing the company Code of Ethics and NICE CX policies and procedures at all timesHave 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 deliveryDemonstrated technical problem-solving proficiencyExcellent customer service and communication skills, both verbal and writtenAbility to multitask and work well in a fast-paced environmentProficient in Microsoft Office applicationsWorking technical knowledge of contact center software/design/functionalityYou will have an advantage if you also have: TCP/IP networking knowledge and VoIP technology exposureUnderstanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)Understanding of basic scripting fundamentalsCompetent in database and SQL concepts and scriptingWhat'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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