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Experience Level
Senior
Qualifications
Extensive knowledge of the Genesys Engage Platform is essential. Candidates should demonstrate proficiency in the following areas:Genesys Voice Platform (GVP)Genesys RoutingGenesys Real-time ReportingGenesys Historical ReportingInteraction Workflow Designer (IWD)Genesys AdministrationWorkforce Management (WFM)Ability to participate in an on-call rotation for 24/7 support is required.
About the job
At TTEC Digital, we prioritize fostering an environment where employees feel appreciated and supported, as we believe that an outstanding customer experience begins with an empowered workforce. Our vision is to cultivate a workplace where every employee can flourish.
As part of the TTEC Digital Genesys Partner Practice, which comprises a diverse team of customer experience (CX) designers, consultants, engineers, and data scientists, we have proudly been recognized as the Partner of the Year 14 times. With over 400 certifications, our team's expertise allows us to effectively integrate the Genesys platform, applications, and components into complex, multi-platform environments, ensuring predictable outcomes that enhance the overall customer experience.
We are currently on the lookout for a highly skilled and experienced Senior Genesys Engineer to join our dynamic team in Manila. The ideal candidate will possess in-depth knowledge and hands-on experience with the Genesys Engage Platform, including GVP, Genesys Routing, Genesys Real-time Reporting, Genesys Historical Reporting, IWD, Genesys Administration, and Workforce Management (WFM). This role requires participation in an on-call rotation to provide 24/7 support.
About TTEC Digital
TTEC Digital is a leading provider of customer experience solutions, dedicated to enhancing the employee experience to drive exceptional customer outcomes. With a proven track record and a strong commitment to excellence, we empower our clients through innovative technologies and dedicated support.
Join Us as a Senior Manager of Customer Experience!At Point Digital Finance, we are on a mission to enhance homeownership by making it more accessible and valuable. As a Senior Manager in our Customer Experience team, you will lead a dedicated group of approximately 50 professionals responsible for handling homeowner communications via phone and email, while…
At NICE, we embrace challenges as opportunities for growth. We are ambitious and committed to excellence, always pushing boundaries while striving for victory. If you share our passion and drive, we invite you to explore a career with us that will ignite your potential.What is this role about?The Senior Client Services Project Manager is responsible for leading complex, enterprise-level implementations of NICE solutions within diverse customer settings. This position requires advanced project management skills, strong consultative abilities, and the capacity to influence and guide clients through substantial, multi-system transformation initiatives. The Senior PM serves as the primary point of accountability for successful project delivery, focusing on scope clarity, solution alignment, risk management, and ensuring a remarkable customer experience throughout all phases of the project.This role demands extensive experience in managing customer-facing projects, particularly those involving integrations with CRM platforms such as Salesforce, Microsoft Dynamics, and ServiceNow, while also leading cross-functional teams across Professional Services, Product, Support, and external partners.
At NICE, we continually push the boundaries of what's possible. Our ambition drives us to be game changers in the industry, and we're committed to achieving excellence. If you're eager to take on exciting challenges and ignite your passion for innovation, we invite you to explore a remarkable career opportunity with us.What does the role entail?As a Senior Professional Services Engineer, you will be a pivotal customer-facing resource responsible for delivering specialized expertise and solutions surrounding NICE's innovative products and services. This includes implementing, configuring, and optimizing AI-driven applications—such as chatbots, knowledge assistants, and other digital solutions—tailored for enterprise contact centers. The role requires a blend of technical acumen and business insight, necessitating engagement with clients to accurately assess their needs, provide consultative support, and deliver state-of-the-art solutions.
ABOUT USAt Lever, we are on a mission to revolutionize the way companies attract and engage top-tier talent. Founded nine years ago, Lever has become the trusted partner of industry leaders like Netflix, Atlassian, KPMG, and McGraw-Hill Education. Our innovative hiring software is reshaping the recruitment landscape, and we are looking for talented individuals to join us as we continue to grow and transform the talent acquisition space.We take immense pride in the company we've built, having been recognized as the #1 workplace in San Francisco and a top employer across the United States. Our team, affectionately known as “Leveroos,” is our greatest asset, and we are dedicated to fostering a people-first culture that prioritizes professional development and employee well-being.
HelloFresh seeks a Customer Success Manager based in Manila to help customers have a positive experience with its meal delivery service. This position centers on relationship-building, handling questions, and supporting satisfaction throughout the customer journey. Key responsibilities Develop and maintain strong relationships with customers Respond to inquiries and resolve issues quickly Promote satisfaction and encourage customers to explore more HelloFresh options Contribute to customer retention efforts Location This role is based in Manila, Philippines.
At NICE, we believe in pushing boundaries and redefining possibilities. Our ambition drives us to be game changers in the industry, and we are committed to excellence in everything we do. If you're a passionate individual looking for a dynamic opportunity to ignite your career, we invite you to join our team.What does the role entail?The Customer Experience Professional Services Engineer is a pivotal customer-facing position responsible for delivering expert solutions and support for NICE's innovative products and services. This role involves the implementation and optimization of AI-driven applications, including chatbots and knowledge assistants, tailored for enterprise contact centers. You will engage directly with clients to understand their needs and provide consultative support to deliver state-of-the-art solutions.Your impact will be significant in the following areas:Technical Implementation:Configure, program, and develop NICE solutions, incorporating AI, NLU, ACD, IVR, ASR, and CRM integrations.Lead the design and development of various AI and bot applications, ensuring they meet client requirements and adhere to industry standards.Optimize and maintain multiple AI bots, including both generative and legacy systems.Implement and enhance AI-driven services, such as knowledge assistant engines and conversational intelligence solutions.Project Management:Collaborate with project managers to design and oversee comprehensive project rollouts.Manage system lifecycle development, including change control processes and risk assessment for enterprise solutions.Facilitate seamless execution of projects through effective inter-departmental coordination and communication.Business Consulting:Offer subject matter expertise on NICE's digital products and AI solutions during client engagements.Conduct thorough business analyses to assess user needs, tailoring solutions and providing industry insights.Champion the integration of AI tools to enhance operational efficiency across various business units.Leadership and Mentorship:Guide and mentor project teams, sharing your expertise while fostering a collaborative atmosphere.Develop comprehensive documentation and processes for new digital products emerging from R&D initiatives.
Role overview Nice Systems is looking for a Cloud Systems Engineer based in Manila, Philippines. The main focus of this position is to build and support cloud-based systems that enhance customer experience. Collaboration with various teams across the company is a key part of the role, ensuring technical solutions meet customer needs and expectations. What you will do Design, implement, and maintain cloud systems that prioritize customer experience Work closely with cross-functional teams to deliver reliable technical solutions Support initiatives that improve efficiency and user satisfaction through cloud technology Location This position is based in Manila, Philippines.
Why join us?At SafetyCulture, we're not your average tech company. While we do provide catered lunches, exciting team events, and a pet-friendly office, the real reason our employees join us is our mission.Our dedicated team, comprising nearly a thousand members, is committed to enhancing both our product and our customers' experiences. At SafetyCulture, you will frequently hear, “yes, let’s give it a shot” instead of “that’s not how we do things here.”We are developing innovative tools aimed at improving the work lives of the 3 billion individuals who drive the world forward - from factory operators to truck drivers and store assistants. We combine the reach and innovation of a large tech company with a nimble approach that eliminates bureaucratic delays. Our teams are composed of smart and experienced individuals who tackle real challenges efficiently.While our business scale is significant, each employee has a real stake in its success. Every full-timer receives equity, ensuring that when we grow, you grow too. We acknowledge our imperfections, but we are focused on scaling smartly, driven by operational maturity, a clear vision, and a strong emphasis on AI.This is your chance to make a substantial impact in a senior leadership role overseeing customer support operations in Manila, reporting directly to our Global Head of Customer Support. This pivotal “manager of managers” position is tailored for a leader who can seamlessly integrate global strategies with local execution. You will play a crucial role in our support transformation, utilizing AI and data to provide an exceptional customer experience while collaborating effectively with our offices in Australia, EMEA, and the US.As a senior member of our Manila office, you will join the local leadership team and share responsibility for the overall health, culture, and performance of our Manila hub. You will also need to collaborate with global leaders in various functions, such as Customer Success, Finance, and Marketing, to ensure local engagement aligns with global objectives. Together with our People & Culture team, you will oversee the culture and employee engagement within the Manila hub.
Location: Manila, Philippines Team: Build and Deploy Role Overview NiCE is growing its team in Manila. The Senior DevOps Engineer will join the Build and Deploy group, focusing on designing and implementing CI/CD pipelines, build systems, and release automation. This work supports engineering teams in delivering reliable and efficient software. The role involves close collaboration with colleagues both locally and globally. What You Will Do Design, implement, and improve CI/CD pipelines for a range of applications and environments. Lead projects to advance software-defined infrastructure and automation practices. Coordinate complex build and release processes with engineering, operations, and QA teams. Define and refine automated quality gates, release controls, and deployment standards. Work with engineering teams to set code quality metrics and operational standards. Spot process inefficiencies and drive improvements in automation, deployment, scalability, and reliability. Research and recommend new tools and technologies to strengthen DevOps capabilities. Provide technical leadership on best practices, branching strategies, environment management, and release processes. Oversee daily operations of source control, pipeline, and deployment systems. Manage maintenance, upgrades, and performance tuning for DevOps platforms. Support production and pre-production releases, including off-hours support for critical incidents. Mentor engineers and help build DevOps knowledge across the organization.
Full-time|Hybrid|Manila, Metro Manila, Philippines
About Us:Momos is an innovative and rapidly expanding company with its headquarters based in Singapore and the United States. As we pursue our ambitious growth strategy, we are excited to broaden our operations throughout the APAC region. Our core mission is to empower our brands to foster happiness among their customers at every location using advanced AI technology.At Momos, we are the premier Customer Experience Management Platform for multi-location brands. We collaborate with notable brands such as Shake Shack and Baskin Robbins, enhancing their entire customer lifecycle and automating processes with cutting-edge AI solutions. Today, we take pride in being the trusted partner for businesses worldwide. If you are driven, enthusiastic, and eager to contribute to a mission-focused company, we would love to welcome you to our team.About the Role:As the Head of Customer Operations, you will oversee the comprehensive customer operations function at Momos. Your leadership will be pivotal in scaling the Customer Operations team, establishing how we engage and support our merchants, and creating the systems, processes, and cultural framework necessary to deliver outstanding support at scale.This role uniquely combines leadership, operational excellence, and customer strategy.We seek an individual who can think strategically, execute hands-on, and cultivate a high-performing team within a rapidly scaling environment.Key Responsibilities:Team Leadership and DevelopmentLead, mentor, and develop the Customer Operations teamFoster a high-performance culture centered on ownership, accountability, and continuous improvementEstablish hiring strategies, team structure, and career progression pathwaysCustomer Operations Strategy OwnershipDefine the long-term vision and strategic direction for Customer OperationsIdentify and address gaps in the current customer experienceAlign operations with organizational growth and product prioritiesProcess OptimizationDesign and implement scalable support workflows across all communication channelsMonitor and enhance key support metrics including response time, resolution time, and customer satisfaction (CSAT)Initiate strategies that minimize support volume through proactive and intelligent supportAI & Automation UtilizationIntegrate AI and automation into support workflows to enhance efficiency and quality of responsesSpot opportunities to minimize manual tasks and identify issues earlyStay informed of the latest trends in support tools and AI advancementsCross-Department CollaborationCollaborate closely with Product, Sales, and Onboarding teamsTransform customer feedback into actionable insights for product and business enhancementsEnsure robust cross-functional alignment around customer experience priorities
At NiCE, we believe in pushing boundaries and redefining standards. We are innovators, dedicated to excellence and driven to succeed. If you’re ready to join a dynamic team that thrives on challenges and seeks to make a significant impact, we have an exciting career opportunity for you!What does the role entail?The Senior Cloud Network Engineer will oversee the architecture and security of NiCE's public and private cloud networks.This position involves evaluating both current and emerging technologies, working closely with the DevOps team and various business units to develop and enforce best practices. You will engage with AWS, Azure, GCP, and NiCE's own private cloud environments.Deep expertise in cloud technologies, particularly AWS and Azure, is essential. Candidates should possess substantial knowledge in cloud-specific networking, including VPC/VNET design, peering, VPN Gateways, NAT Gateways, VGW, Cloud Load Balancers, Security Groups, and other cloud-related endpoints.A solid foundation in networking is required, with skills in advanced routing (BGP, OSPF), Firewalls, VPNs, Load Balancers, Ethernet switching, VoIP, and MPLS technologies. This role includes creating detailed design specifications and ensuring adherence to standards. You will also mentor fellow engineers and serve as the escalation point for cloud-related challenges.Your Impact:Act as an internal consultant across various business units, representing the Network team.Research and evaluate cloud technologies to meet current and future demands.Establish repeatable design strategies and automation processes.Update CloudFormation using JSON/YAML, Resource Manager, and Deployment Manager.Conduct design reviews of projects led by peers.Provide deep analysis and solve complex problems as the escalation point.Lead technical projects as needed.Communicate complex technical information effectively to diverse audiences, including stakeholders and engineers.
Are you a passionate leader in talent management and employee experience? Join Wrist as our new Talent & People Experience Lead. In this pivotal role, you will shape and implement strategies to enhance our workforce's engagement, development, and overall experience. Your expertise will drive initiatives that foster a positive workplace culture, ensuring our employees thrive and feel valued.
Our Story: At Short Story, we are an award-winning, technology-driven retailer committed to empowering petite women who stand 5'4" and under. Our mission is to craft a seamless shopping journey, allowing millions of petite women to dress with effortless confidence.As a rapidly expanding startup, we are transforming the retail landscape through a data-driven learning system that utilizes customer feedback to design tailored products. Our innovative approach has garnered recognition from prestigious publications such as Forbes and Fortune, and we are supported by leading investors who share our vision of establishing the next great consumer brand.Our Values: We are dedicated to building a company with intention and purpose, where our culture thrives on data insights, a commitment to perfect fit, and the agility to prioritize what truly matters.Transform Lives: We prioritize our customers, crafting everything we create to instill confidence.Demand Excellence: We deliver our best in fit and finish, paying meticulous attention to details that others might overlook.Embrace Challenges: We view obstacles as opportunities to innovate and create better solutions.Think Differently: We find joy in uncovering unique solutions that others may not see.We are seeking enthusiastic Customer Support Associates to join our Client Experience team. Our ideal candidates are passionate about startups, e-commerce, consumer brands, and emerging technologies, with a strong focus on doing right by people, clients, and the world.We are looking for proactive, empathetic team members who excel in problem-solving and are committed to delivering exceptional client experiences. Our goal is to find individuals who resonate with our values and can help maintain our high service standards.About the Role: As a vital member of the Client Experience team, you will play a crucial role in ensuring our clients enjoy a smooth and delightful experience.Your Responsibilities Will Include:- Providing CX Support: Addressing and managing client inquiries across multiple communication channels.- Handling Ad-Hoc Tasks: Performing ongoing clerical, administrative, and routine tasks to ensure daily client experience operations run seamlessly.- Engaging in Data Analytics: Monitoring performance metrics daily, weekly, and monthly, assisting in data collection, and elucidating the reasons behind trends.- Conducting User Interviews: Gathering valuable feedback to enhance our services and offerings.
Full-time|On-site|Manila, Metro Manila, Philippines
About the Role:As a Senior Manager, you will collaborate with clients to design, implement, and enhance initiatives that improve overall business performance in the realm of contact center transformation.Key Responsibilities:Lead business development efforts for our cloud contact center transformation practice, including proposal generation, solution development, and client engagement across various market units.Develop and execute a comprehensive go-to-market strategy by working closely with market unit leaders and industry practice heads to identify demand, align skill requirements, and coordinate offerings with AWS partnership initiatives.Oversee significant transformation programs, directing teams in delivering Amazon Connect-based architectures, implementing omnichannel contact center solutions, and managing global migrations from legacy systems.Establish transformation methodologies, operating models, and best practice frameworks to create strategies, target operating models, value realization plans, and reusable assets.Act as a thought leader by producing white papers, industry research, and internal/external resources that strengthen the company’s authority in cloud contact center solutions.Facilitate team development by mentoring a global team of transformation practitioners, promoting capability building, and fostering a culture of innovation and excellence.Required Skills and Experience:A minimum of 14-20 years of extensive experience in large-scale business and technology transformation programs, particularly in customer experience or contact center environments across various industries.Demonstrated expertise in Amazon Connect, AWS cloud services, and CCaaS architectures, with a proven ability to engage with C-level executives and convey business value while managing stakeholder relationships.Strong skills in solution development, proposal estimation, and presentation; comfortable in pre-sales and high-level executive discussions.Exceptional communication and presentation abilities, including strong negotiation and complex issue resolution skills.Robust delivery governance capabilities encompassing program controls, financial oversight, risk management, and conflict resolution.Ability to lead and operate effectively in remote, virtual, and global teams with the flexibility to travel as needed for client engagements.
At TTEC Digital, we prioritize fostering an environment where employees feel appreciated and supported, as we believe that an outstanding customer experience begins with an empowered workforce. Our vision is to cultivate a workplace where every employee can flourish.As part of the TTEC Digital Genesys Partner Practice, which comprises a diverse team of customer experience (CX) designers, consultants, engineers, and data scientists, we have proudly been recognized as the Partner of the Year 14 times. With over 400 certifications, our team's expertise allows us to effectively integrate the Genesys platform, applications, and components into complex, multi-platform environments, ensuring predictable outcomes that enhance the overall customer experience.We are currently on the lookout for a highly skilled and experienced Senior Genesys Engineer to join our dynamic team in Manila. The ideal candidate will possess in-depth knowledge and hands-on experience with the Genesys Engage Platform, including GVP, Genesys Routing, Genesys Real-time Reporting, Genesys Historical Reporting, IWD, Genesys Administration, and Workforce Management (WFM). This role requires participation in an on-call rotation to provide 24/7 support.
Full-time|Remote|Manila, Metro Manila, Philippines
Position Title: Customer Success Specialist with Coffee Industry ExpertiseCompany: Pro Coffee GearLocation: Remote (Global)Employment Type: Full-timeReporting To: Head of Sales & Customer SuccessAbout Us: Pro Coffee Gear is an innovative and rapidly expanding eCommerce and wholesale distributor of both commercial and home espresso equipment. Our mission is to support cafés, roasters, restaurants, and passionate home baristas by providing them with a wide range of both new and refurbished espresso machines, grinders, and accessories from the industry's most reputable brands. We are committed to building a disciplined, data-driven growth model, with our paid media strategy playing a pivotal role in this initiative.Role Overview: This position transcends traditional support roles; we seek an individual who will take full ownership of the comprehensive customer journey—from order placement through onboarding, setup, and long-term success.As our Customer Success Specialist, you will oversee both the operational and relational facets of our post-sales experience. You will lead and develop a dynamic team, refine processes, and ensure that every customer interaction reflects the quality and care inherent in our products.Your collaboration with sales, logistics, marketing, and technical partners will be essential, granting you the autonomy to enhance systems, eliminate obstacles, and elevate the customer experience on a large scale.This role is perfect for someone who thrives on tackling complex operational challenges, creating scalable systems, and providing meaningful, human-centered service.Key Responsibilities:Customer Success & Team Leadership Continuously enhance the entire customer journey from purchase to long-term success. Lead, mentor, and cultivate a high-performing customer success team. Establish and monitor KPIs to ensure consistent, high-quality service delivery. Promote a culture of accountability, responsiveness, and customer care. Sales Enablement & Channel Coordination Facilitate the consultative sales process through timely, high-quality client communication across channels such as email, SMS, and social media. Manage the accurate creation of quotes and invoices utilizing tools like Shopify and QuickBooks. Collaborate closely with sales and marketing teams on third-party platforms and social commerce channels. Post-Sales Operations Ensure a smooth transition from sale to onboarding, encompassing equipment setup and client activation. Coordinate installations and service delivery with technical partners. Address ongoing customer inquiries and manage orders for accessories, parts, and custom requests.
At NiCE, we embrace challenges without limits; we consistently push the boundaries of what’s possible. Our ambition drives us to be game changers in our industry, always striving to exceed expectations. If you share our passion for excellence and are ready for a career that ignites your potential, we want to hear from you!What does this role entail?The Senior Technical Account Manager is a seasoned expert in account management, program and project management, and technical troubleshooting. This pivotal role ensures we not only meet but exceed customer expectations, enhancing both our processes and technology while contributing significantly to our company’s growth through collaboration with cross-functional teams.In this essential position, you will tackle complex challenges and deliver outstanding technical support and customer service to our enterprise-level clients. By working closely with top talent across the organization, you will empower strategic customers to resolve issues, effectively utilize our technology and services for business success, enhance product adoption, and cultivate lasting loyalty.How will you make a difference?Act as the primary contact and advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA compliance, and ongoing customer education.Collaborate with Sales and Sales Engineering teams to identify customer opportunities, mitigate risks, and guarantee successful implementation with appropriate resources.Build and nurture strong relationships with all levels of the customer’s organization, from front-line management to senior executives.Gain a deep understanding of customers’ business objectives and drive ROI through NiCE’s products and services, positioning yourself as a trusted partner and advisor.Engage cross-functional teams to swiftly resolve technical challenges, ensuring all issues are addressed within SLA targets to improve overall customer satisfaction.Coordinate and align projects with the overall strategy, ensuring successful completion, either by managing personally or collaborating with Project Managers.Utilize your extensive technical knowledge of NiCE products and technologies to implement effective solutions that accelerate customer success.Conduct regular service and technology reviews, ensuring timely and clear communication with customers, while adeptly managing escalated situations.Provide coaching and mentoring to team members, leading escalations where necessary, and contributing to the overall success of the team and company by driving improvements and sharing your expertise.Identify and recommend enhancements to products and services, contributing to the strategic direction of enterprise-level initiatives.
At NiCE, we believe in pushing boundaries and embracing challenges. Our ambition drives us to innovate and succeed. We're looking for individuals who share our passion for excellence and who aspire to be part of a transformative journey in their careers.What does this position entail?The Senior Technical Account Manager will take the lead in account management, project execution, and technical problem-solving, setting the standard for success in the industry. This role plays a crucial part in exceeding client expectations, enhancing processes, and advancing company objectives through collaboration with various departments.As a pivotal member of our team, you will address complex challenges and deliver unparalleled technical and customer service to our enterprise clients. By leveraging the expertise available within the company, you will guide strategic clients to overcome obstacles, maximize the use of our technology and services, and foster lasting loyalty.How will your contributions make a difference?Act as the primary liaison and advocate for designated enterprise accounts, guaranteeing successful contract execution, SLA compliance, and continuous client education.Work closely with Sales and Sales Engineering to identify customer opportunities, mitigate risks, and ensure smooth implementations.Build and sustain strong relationships with all levels of the customer’s organization, from operational staff to senior executives.Gain insights into clients' business objectives and demonstrate how NiCE’s offerings drive ROI, positioning yourself as a trusted advisor.Engage cross-functional teams to resolve technical issues, ensuring all challenges are addressed within SLA timelines, enhancing overall client satisfaction.Oversee project coordination to align with strategic goals and ensure successful project completion, either directly or in partnership with Project Managers.Utilize your extensive technical knowledge of NiCE products to implement solutions that expedite customer success.Conduct regular service and technology reviews, maintaining clear and prompt communication with clients, and effectively managing escalated issues.Provide coaching and mentoring, leading escalations, and contributing to the overall success of the team and organization by driving enhancements and sharing knowledge.Identify opportunities for product and service improvements, contributing to strategic enterprise-level initiatives.
At NiCE, we embrace challenges without limits and continually push our boundaries. We are ambitious, transformative, and driven to succeed. If you share our passion for excellence, we invite you to explore an extraordinary career opportunity that ignites your professional drive.What does the role entail?The Senior Technical Account Manager is a pivotal figure in account management, project oversight, and technical solutions. This role is vital in surpassing client expectations, optimizing processes and technologies, and fostering business growth through collaboration with diverse teams.This key professional addresses intricate issues, delivering unparalleled technical support and customer service to our enterprise clients. By collaborating with premier internal resources, they empower strategic customers to resolve challenges, maximize our technology and services for their success, and enhance product utilization, all while nurturing long-term loyalty.How will you contribute?Act as the primary liaison and advocate for assigned enterprise accounts, ensuring successful contract execution, SLA management, and continuous customer education.Partner with Sales and Sales Engineering teams to identify customer opportunities, mitigate risks, and facilitate effective implementations with optimal resources.Build and maintain strong relationships throughout all levels of the client organization, from frontline management to executive leadership.Comprehend clients' business objectives and drive ROI through NiCE’s offerings, becoming a trusted advisor.Engage cross-functional teams to troubleshoot technical challenges, ensuring timely resolution within SLA targets, thereby enhancing customer satisfaction.Coordinate and align projects with the overall strategic objectives, managing or collaborating with Project Managers as needed.Utilize extensive technical knowledge of NiCE products and technologies to implement solutions that accelerate customer success.Conduct regular service and technology reviews, ensuring clear communication with clients and effectively managing escalated issues.Provide mentorship and lead escalations, contributing to both team and organizational success through continuous improvements and knowledge sharing.Identify and propose enhancements for products and services, contributing to enterprise-level strategies.
At NiCE, we embrace challenges without limits and set ambitious goals that drive our success. Join us as we redefine industry standards and create a fulfilling career path that ignites your passion.What does the role entail?The Senior Technical Account Manager serves as a key resource in account management, program/project management, and technical resolution, achieving excellence in a dynamic environment. This vital position is essential for exceeding customer expectations, enhancing processes, and driving company growth through collaboration with cross-functional teams.This professional addresses complex challenges while delivering exceptional technical and customer service to enterprise-level accounts. By leveraging top-tier resources, they empower strategic customers to navigate issues, maximize our technology and services for business success, boost product adoption, and foster long-term loyalty.How will you make an impact?Act as the primary advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA management, and continuous customer education.Work closely with Sales and Sales Engineering to align on customer opportunities, mitigate risks, and ensure effective implementation with appropriate resources.Build and maintain strong relationships across all levels of the customer's organization, from front-line management to senior leadership.Gain a deep understanding of customers’ business objectives and drive ROI with NiCE’s offerings, becoming a trusted partner and advisor.Engage with cross-functional teams to resolve technical challenges, ensuring issues are addressed within SLA targets, thus enhancing overall customer satisfaction.Coordinate and synchronize projects to ensure alignment with overarching strategy and successful completion, either managing personally or partnering with Project Managers.Utilize extensive technical knowledge of NiCE products and related technologies to implement solutions that accelerate customer success.Conduct regular service and technology reviews, ensuring timely and clear communication with customers while effectively managing escalations.Provide coaching and mentoring, leading escalations and contributing to team and company-wide success through improvement initiatives and the sharing of expertise.Identify and recommend enhancements to products and services, contributing to enterprise-level strategy.
