Technical Account Manager

So, what’s the role all about?

After key NiCE CX customers have purchased and are implementing our products, the Technical Account Management (TAM) team takes ownership of the customer relationship and becomes their advocate within NiCE CX. The Technical Account Manager (TAM) begins to engage with the customer before they go live on the contact center platform, and works closely with the customer from that point forward to ensure their success.

Our TAMs are seasoned account management and technical resolution professionals who are at the top of their field and are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. The TAM is a very experienced TAM, responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. He/she will help them overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer. The accounts assigned may include any of our paid service packages, where the services of an experienced TAM are expected. TAMs are generally assigned customers with a top-level service package, have high complexity, are high-touch, or are enterprise-level.

​Interaction with customers will be done via phone, email, chat and WebEx, with face to face meetings as necessary and/or appropriate. Travel is more frequent than with other TAMs due to the higher level customers being served and the increased services offered with higher level service packages. The TAM will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.

How will you make an impact?  

• As their account management professional, be the assigned accounts' single point of contact to our company, and engage resources across several teams as needed to resolve their issues and requests
• Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, know how NiCE CX's solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor
• Excellent triage and troubleshooting skills, teaching peers those same skills to improve their success
• Partnering with other NiCE CX employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution
• Demonstrate superior in depth knowledge of NiCE CX products and associated technologies, especially those employed by assigned accounts
• Demonstrate expertise and maintain currency in telecommunications, contact center, and related technologies
• Gain a deep understanding of each customer's environment, identify customer needs, propose solutions that will accelerate their success
• Demonstrate a working knowledge of competitive product lines, differentiators and industry trends through self-education and NiCE CX's resources
• Develop and present customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
• Assist the team by taking ownership of escalations in your area of expertise, exemplifying the effective handling of difficult situations
• Develop and drive business cases that outline problems, impacts, proposed solutions and outcomes that help NiCE CX improve our performance and success
• Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
• Occasional travel (up to 25%) required, visiting customer sites

Have you got what it takes?