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Senior Technical Account Manager

NiCEPhilippines - Manila
On-site Full-time

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Experience Level

Senior

Qualifications

To thrive in this role, you should possess a strong background in technical account management, with the ability to understand and address customer needs effectively. You should have excellent communication skills, a collaborative mindset, and the ability to work with diverse teams. A proven track record in managing enterprise-level accounts and delivering high-quality customer experiences is essential.

About the job

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.

About NiCE

NiCE is a forward-thinking company that challenges the status quo and strives for excellence in every aspect of its operations. We are passionate about innovation and dedicated to providing top-tier technology solutions that drive success for our clients.

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