NICE - Technical Account Manager
Requirements
• Excellent triage and troubleshooting skills. • Experience as a seasoned account management professional resolving complex problems with high complexity accounts. • Ability to engage resources across several teams including Sales, Technical Support, Professional Services for collaborative solutions. • Regular discussions required to review open issues understanding the customer's business and contact center needs. • Knowledge of how NiCE CX’s solutions meet their customers' needs is necessary. • Ability to share best practices with assigned accounts. • Skills in teaching triage and troubleshooting skills to peers for improving success rates. • Frequent travel expected due to the nature of high level customer service required by top-level service packages or enterprise-level customers.
Responsibilities
• Engage key NiCE CX customers before they go live on the contact center platform. • Work closely with assigned accounts from that point forward to ensure their success. • Resolve complex problems and provide excellent technical and customer service for specific key accounts. • Help clients overcome issues, succeed in business using our technology and services, expand product usage, serve as a reference to prospective customers, and maintain long-term loyalty. • Interact with assigned customers via phone, email, chat, WebEx, face to face meetings when necessary or appropriate. • Travel frequently due to the nature of high-level customer service required for top accounts. • Collaborate across multiple teams (Sales, Technical Support, Professional Services) to ensure highest levels of customer success and provide a positive experience with our products that meets their needs.
Benefits
• This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. • NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. • Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
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