Senior 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? The Senior Technical Account Manager is a seasoned account manager, program/project manager and technical resolution professional who is an expert in their field. They are unified with team members across the company in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. This role is responsible for resolving complex problems and providing excellent technical and customer service to one or more named enterprise-level accounts. Collaborating with specialist resources across the company, he/she will help key customers overcome issues, succeed in their business using our technology and services, expand their usage of our products, be referenceable and be a loyal customer. After key customers have purchased and are implementing our solutions, the Technical Account Management (TAM) team takes ownership of the customer relationship and becomes their advocate within NICE. The Technical Account Manager (TAM) begins to engage with the customer before they go live on the contact center platform and collaborates closely with the customer from that point forward to ensure their success. ​Interactions with customers will be conducted via phone, email, chat, and Teams, with planned face-to-face meetings as required. The TAM must be able to work both independently and be part of a wider Sales and Services team ensuring the highest levels of customer success and value realisation is achieved. How will you make an impact? Work 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. As their TAM, be the assigned accounts' prime point of contact and engage resources across several teams as needed to resolve their issues and requests. Develop and maintain an effective relationship with assigned accounts, hold regular discussions to review issues, understand their strategic objectives and business, share how NICE's solutions meet their needs, introduce best practices, build mutual success plans and become their trusted partner and advisor. Excellent triage and troubleshooting skills, mentoring peers to improve their knowledge and drive success. Personally resolve customer issues as required while scheduling time for proactive activities. Partnering with other NICE employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being managed properly, are within SLA targets, and are progressing toward resolution. Demonstrate superior in-depth knowledge of NICE products and associated technologies, especially those employed by assigned accounts. Demonstrate expertise and maintain currency in telecommunications, contact center, and related technologies. Develop and present customized presentations and reports to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and next steps. Provide training to accounts to ensure that they get the most out of their NICE investment. Ensure that all communication, interactions, assignments, details, and actions are clear, effective, timely (within established SLA), and are recorded into the CRM system. Appropriately contribute to and take charge of meetings, calls, and other discussions to convey ownership, organization, progress, and direction Consistently and regularly update customer and account information, keeping it current in the CRM system. Tactfully, confidently, and professionally communicate with all stakeholders, especially in emotionally charge