Principal Technical Account Manager

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

📋 Description

• Take charge of customer relationships for key CX clients and serve as their advocate within NICE.

• Engage with customers prior to go-live and collaborate closely to ensure their success.

• Address complex, technically and emotionally challenging, high-stakes issues.

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

• Conduct regular account discussions to evaluate open issues and gain an understanding of customers’ contact centers and businesses.

• Ensure that CX solutions are aligned with customer needs, becoming a trusted partner and advisor.

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

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

• Own customer satisfaction, retention, and referenceability for designated accounts.

• Assist customers in overcoming challenges, achieving success with NICE technology and services, expanding product usage, becoming references, and maintaining loyalty.

⛳️ Requirements

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

• Proven proficiency in technical problem-solving.

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

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

• Extensive 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 (advantage).

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

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

• Basic understanding of scripting fundamentals (advantage).

• Solid grasp of TCP/IP and internet fundamentals (advantage).

• Extensive knowledge in software, telecommunications, and IP telephony (advantage).

• Experience with SIP signaling (advantage).

• Competence in database and SQL concepts and scripting (advantage).

• Analytical, inquisitive, service-oriented, team player, friendly, and an early adopter profile (desired).

🏝️ Benefits

• Opportunity to join a global, market-leading company.

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

• Opportunities for personal and professional growth.

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

• Commitment to equal opportunity employment.