Senior Technical Account Manager

Remote · 10+ years experience · Remote · Posted Oct 7, 2026

At a glance

NiCE is a global leader in AI-powered customer experience solutions, helping organizations of all sizes deliver extraordinary customer experiences, improve operational efficiency, and drive better business outcomes.
Known for innovation and a people-first culture, NiCE empowers organizations around the world through industry-leading technology while providing employees opportunities to learn, grow, and make an impact.
NiCE is an equal opportunity employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all qualified applicants and employees without regard to legally protected characteristics.

As a Senior Technical Account Manager (TAM) at NiCE, you will serve as a trusted technical advisor and advocate for some of the most complex CXone customers.
You will begin engaging with customers prior to go-live and maintain ownership of the relationship throughout their journey to help ensure successful adoption and optimization.
As a senior member of the TAM organization, you will also serve as a technical and customer-management leader by mentoring other TAMs and sharing best practices.

Serve as the primary point of contact and trusted advisor for assigned strategic and complex customer accounts.
Build strong customer relationships through regular engagement focused on business objectives, technical environments, open issues, product usage, and opportunities for improvement.
Lead customers through go-live preparation and help establish confidence and success as they transition into production.
Take ownership of complex technical issues and customer escalations, coordinating resources across Technical Support, Professional Services, Product Management, Engineering, and other teams through resolution.
Perform advanced troubleshooting and technical triage while helping customers navigate complex contact center and CXone environments.
Ensure customer issues, cases, and requests progress appropriately and remain within established SLA and OLA expectations.
Develop and deliver customized customer presentations demonstrating product usage, realized value, achievements, opportunities, and recommended next steps.
Provide technical and product training that enables customers to maximize the value of their NiCE CXone investment.
Mentor and coach TAMs and other team members in technical troubleshooting, customer management, escalation handling, and best practices.
Travel up to 25% for customer meetings, site visits, and company events.

Bachelor's degree in Computer Science, Business Information Systems, a related field, or equivalent professional experience.
10+ years of experience in technical services, software, telecommunications, customer service, contact center technology, and/or service delivery.
Demonstrated success managing complex customer relationships in technical environments.
Strong technical problem-solving, analytical, triage, and advanced troubleshooting skills.
Working technical knowledge of contact center software, architecture, design, and functionality.
Experience resolving complex and high-impact technical and customer issues.
Excellent written and verbal communication skills, with the ability to communicate effectively with both technical and business audiences.
Strong customer-service orientation and the ability to establish trusted-advisor relationships.
Ability to communicate calmly, confidently, and professionally during escalations and other high-pressure customer situations.
Proficiency with Microsoft Office applications and experience maintaining customer information within CRM systems.

Travel up to 25% for customer meetings, site visits, and company events.
Operates according to the NiCE-FLEX model allowing flexibility, featuring two days working from the office and three days of remote work each week.
For this remote position, work arrangements will be aligned with the requirements of the role and assigned customers.