At a glance
- Workplace
- Remote
- Location
- Remote
About Nice
- NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
- Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
- NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
About the role
- The Technical Account Management (TAM) team takes ownership of the customer relationship after key customers have purchased and are implementing products, becoming their advocate within NiCE.
- The Principal 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.
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.
Requirements
- 10 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
Skills
- TCP/IP
- VoIP
- SIP Signaling
- SQL
- PBX
