Technical Account Manager

July 24

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NICE

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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 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) engages 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. • The TAM is responsible for resolving 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. • 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.

Requirements

• Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required • 6+ 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