Take ownership of the customer relationship for key CX customers and become their advocate within NiCE, engaging before go-live and working closely with customers to ensure their success.
Resolve the most complex problems and provide excellent technical and customer service to specific key accounts, including resolving technically and emotionally challenging and high-stakes issues.
Exemplify an effective and productive relationship with assigned accounts, holding regular discussions to review open issues, understand their contact center and business, ensure CX solutions meet their needs, and become a trusted partner and advisor.
Ensure all technical challenges, issues, cases, and requests are handled properly and within SLA targets by partnering with Technical Support, Professional Services, Product Management, and Engineering.
Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts.

8+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery
Demonstrated technical problem solving proficiency
Excellent analytical and advanced troubleshooting skills with end-users/customers
Working technical knowledge of contact center software/design/functionality
Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
TCP/IP networking knowledge and VoIP technology exposure
Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
Understanding of basic scripting fundamentals
Solid understanding of TCP/IP and internet fundamentals
Extensive software, telecommunications and IP Telephony
Experience using SIP signaling
Competent in database and SQL concepts and scripting

Join an ever-growing, market disrupting, global company
Fast-paced, collaborative, and creative environment
Endless internal career opportunities across multiple roles, disciplines, domains, and locations

Senior Technical Account Manager

Key skills