Technical Account Manager

📋 Description

• Take charge of the customer relationship for key CX clients and become their advocate within NiCE, engaging prior to go-live and collaborating closely with customers to ensure their success.

• Tackle the most intricate problems and deliver exceptional technical and customer service to specific key accounts, including addressing technically and emotionally challenging high-stakes issues.

• Demonstrate an effective and productive relationship with assigned accounts by holding regular discussions to review open issues, gain insights into their contact center and business, ensure CX solutions align with their needs, and establish yourself as a trusted partner and advisor.

• Ensure all technical challenges, issues, cases, and requests are addressed appropriately and within SLA targets by collaborating with Technical Support, Professional Services, Product Management, and Engineering.

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

⛳️ Requirements

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

• Proven proficiency in technical problem solving.

• Outstanding analytical and advanced troubleshooting skills with end-users/customers.

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

• Implementation: a broad skill set in both technology and analysis; experience in communicating effectively at both technical and functional levels while maintaining business rapport.

🏝️ Benefits

• Become part of an ever-growing, market-disrupting global company.

• Work in a fast-paced, collaborative, and creative team environment.

• Enjoy endless internal career opportunities across various roles, disciplines, domains, and locations.

• Health insurance.

• Retirement plans.

• Paid time off.

• Flexible work arrangements.

• Professional development.

• Bonuses.