Note: The job is a remote job and is open to candidates in USA. NiCE is a global company known for its innovative software solutions, and they are seeking a Lead Technical Account Manager to engage with key customers. The role involves taking ownership of customer relationships, resolving complex technical issues, and ensuring customer satisfaction and success.
Responsibilities
- Take ownership of the customer relationship for key CX customers and become their advocate within CX, 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
Skills
- 5 – 8 years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery
- Proven track-record of relationship-building and strong communication skills
- 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
- Experience using industry-standard AI tools (e.g. Microsoft CoPilot)
- 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
- Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter
Benefits
- Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
- Every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations.
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