Lead Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the customer relationship for key CX clients and serve as their advocate within the CX team.

• Collaborate with customers prior to go-live and work closely with them to ensure their success.

• Resolve intricate, technically and emotionally challenging, high-stakes issues.

• Deliver outstanding technical and customer service to designated key accounts.

• Conduct regular discussions with accounts to review outstanding issues and understand their contact center and business requirements.

• Ensure that CX solutions fulfill customer needs, establishing yourself as a trusted partner and advisor.

• Ensure that technical challenges, issues, cases, and requests are managed appropriately and within SLA targets.

• Collaborate with Technical Support, Professional Services, Product Management, and Engineering teams.

• Take responsibility for customer satisfaction, retention, and referenceability for the assigned accounts.

• Assist customers in resolving challenges, succeeding with NiCE technology and services, expanding product usage, becoming references, and maintaining long-term relationships.

⛳️ Requirements

• 10 years of experience in a Technical/Service role within software, telecommunications, customer service, call/contact center, and/or service delivery.

• Proven proficiency in technical problem-solving.

• Exceptional analytical and advanced troubleshooting skills when dealing with end-users/customers.

• Working technical knowledge of contact center software, design, and functionality.

• Broad implementation skills in technology and analysis.

• Experience in communicating at both technical and functional levels while maintaining business rapport.

• Knowledge of TCP/IP networking and exposure to VoIP technology.

• Comprehensive understanding of TCP/IP and telecom circuits from DS0 through OC-48.

• Familiarity with network topology and telecommunications architecture, including PBX, carriers, and VoIP.

• Basic understanding of scripting fundamentals.

• Strong grasp of TCP/IP and internet fundamentals.

• Extensive experience in software, telecommunications, and IP telephony.

• Experience with SIP signaling.

• Competence in database concepts and SQL scripting.

🏝️ Benefits

• Fast-paced, collaborative, and innovative work environment.

• Opportunities for learning and professional growth.

• Internal career advancement opportunities across various roles, disciplines, domains, and locations.

• Commitment to equal opportunity employment.