NICE - Commercial Business Partner, International
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Requirements
• Strong subject matter expertise in the solutions deployed at designated clients. • Ability to analyze support activity and service request trends for assigned accounts ensuring SLA compliance and CSAT achievement; provide recommendations if necessary. • Experience with facilitating meetings, managing escalations not resolved by standard process as a first point of contact. • Establish relationships effectively communicate with key members of the customer's technical team including management personnel to identify barriers and optimize Customer success. • Develop, implement, and maintain account standards aligned with Global TAM operating model; oversee transition from Client Services to Customer Support ensuring day 2 readiness for assigned accounts. • Possess excellent organizational skills and strong ability to use facts and data to influence decisions. Ability to prioritize and make appropriate business or technical decisions as required, mentor engineers on a technical perspective, communicate customer requirements/concerns effectively to internal stakeholders including product management team R&D, lead Root Cause analysis sessions with customers internally when needed. • On-call responsibilities may be expected and occasional travel to customer sites as required for the role of Senior Technical Account Manager at NiCE.
Responsibilities
• Provide both proactive and reactive post-implementation support ensuring alignment with the Customer’s priorities and NICE’s business objectives. • Maintain a strategic relationship across all client business units influencing tactical activities to drive service excellence for designated accounts as an extension on the Support Management Team focused on escalation management, Technical Communication, driving resolution and technical best practices. • Act as Back up for Support Managers as directed. • Mentor and coach Engineers from a technical perspective. • Facilitate problem resolution across NICE internal teams, driving actions, communication and RCA/Best Practices. • Establish relationships with key members of Customer’s technical team including management personnel to identify barriers to product adoption and optimize customer success by partnering appropriate NICE and Customer teams. • Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model during transition phase from Client Services to Customer Support (documentation review, completed project sign-off, documented acceptance). • Ensure Day 2 readiness and Success in overseeing transitions between client services teams. • Communicate and advocate customer requirements and concerns to product management team R&D and other internal stakeholders as a primary interface between the Customers and NICE’s support organizations while managing critical issues, problems, requests related to escalations and missed expectations.
Benefits
• High exposure to senior leadership and strategic deals. • Direct influence on revenue quality, pricing discipline, and long‑term customer value. • Opportunity to operate as a true commercial partner, not a transactional finance role. • If you’re motivated by impact, commercial judgement, and influencing business outcomes, we’d love to hear from you. • Enjoy NiCE-FLEX! • Enjoy NiCE-FLEX! • At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. • Requisition ID: 10662Reporting into: VP, Business FinanceRole Type: Individual Contributor • Requisition ID: 10662Reporting into: VP, Business Finance • Role Type: • 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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