About the job
At NiCE, we embrace challenges and push boundaries. We are driven, innovative, and committed to excellence. If you share our ambition, we invite you to explore a career opportunity that inspires and ignites your passion.
What does this role involve?
The Senior Technical Account Manager is a crucial player in account and project management, as well as technical problem-solving, ensuring we consistently surpass customer expectations. This role is essential in enhancing our processes and technology while contributing to the growth of the company through collaboration with various teams.
As a key professional, you will tackle intricate challenges and provide outstanding technical and customer service to our enterprise-level accounts. By collaborating with top resources within the organization, you will empower major clients to navigate obstacles, effectively utilize our technology and services for business success, enhance product adoption, act as references for potential clients, and nurture long-term loyalty.
How will you contribute to our success?
- Act as the primary contact and advocate for assigned enterprise accounts, guaranteeing successful contract fulfillment, SLA management, and continuous customer education.
- Work closely with Sales and Sales Engineering teams to align on customer opportunities, mitigate risks, and ensure successful implementations with appropriate resources.
- Foster and maintain productive relationships at all levels of the customer’s organization, from front-line management to senior leadership.
- Understand customers’ business objectives and drive ROI through NiCE’s products and services, positioning yourself as a trusted partner and advisor.
- Engage cross-functional teams to resolve technical challenges, ensuring all issues are addressed within SLA targets, thereby improving overall customer satisfaction.
- Coordinate and synchronize projects to align with overall strategy and successful completion, managing projects personally or partnering with Project Managers.
- Utilize your deep technical knowledge of NiCE products and related technologies to implement solutions that expedite customer success.
- Conduct regular service and technology reviews, ensuring clear and timely communication with customers, and manage escalated situations effectively.
- Provide coaching and mentoring, leading escalations, and contributing to team and company-wide success through improvements and shared expertise.
- Identify and recommend enhancements to products and services, supporting enterprise-level strategy.