Senior Technical Account Manager

August 15

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Make experiences flow.

Big data capture and analysis • Multi-channel interactions Recording • Financial crime solutions • Customer experience management solutions • Security and public safety solutions

5001 - 10000

Description

• After key CXone 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 CXone. • 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 Lead TAM is a deeply experienced and expert account management professional, responsible for resolving the most complex problems and providing excellent technical and customer service to specific key accounts. • Interaction with customers will be done via phone, email, chat and WebEx, with face to face meetings as necessary and/or appropriate. • Mentoring and coaching other TAMs is a daily routine. • Travel is more frequent than with other TAMs due to the higher level customers being served and the Senior TAM's increased skills and abilities. • The Senior 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 beyond just his/her assigned accounts, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.

Requirements

• Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required • 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 • Excellent customer service and communication skills, both verbal and written • Ability to multitask and work well in a fast-paced environment • Proficient in Microsoft Office applications • Able to work with little supervision and complete projects • Working technical knowledge of contact center software/design/functionality • Demonstrated experience in a fast paced environment and meeting customer time constraints • Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport. • Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations • Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker • Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases