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Senior Technical Account Manager

NiCEPhilippines - Manila
On-site Full-time

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Experience Level

Senior

Qualifications

We are seeking candidates who possess the following qualifications:Extensive experience in technical account management or a related field. Proven track record of managing enterprise-level accounts with a focus on customer satisfaction. Strong project management skills with the ability to coordinate cross-functional teams. Excellent communication and interpersonal skills, capable of fostering relationships at all levels. Deep understanding of technology solutions and their impact on business outcomes. Ability to analyze complex situations and develop effective resolutions. Proficient in using CRM and project management tools.

About the job

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.

About NiCE

NiCE is a forward-thinking company committed to redefining industry standards through innovation and excellence. We are looking for dynamic individuals who thrive in a collaborative environment and are eager to contribute to our mission of success.

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