About the job
At NiCE, we embrace challenges and strive to exceed our limits. We are ambitious and transformative, aiming for victory in every endeavor. By setting and surpassing the highest standards, we unlock incredible career opportunities that ignite passion and drive.
What is this role about?
The Senior Technical Account Manager is a specialist in account and project management, as well as technical resolution, excelling at the top tier of the industry. This position is crucial in surpassing customer expectations, refining processes and technologies, and fostering company growth through collaboration with cross-functional teams.
In this pivotal role, you will tackle complex challenges, providing unparalleled technical and customer service to enterprise-level accounts. By collaborating with leading resources within the company, you will enable strategic customers to overcome issues, leverage our technology and services for business success, enhance product adoption, serve as references for prospective clients, and nurture long-term loyalty.
How will you make an impact?
- Act as the primary contact and advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA management, and ongoing customer education.
- Partner with Sales and Sales Engineering to identify customer opportunities, mitigate risks, and ensure effective implementation with the necessary resources.
- Build and sustain productive relationships throughout all levels of the customer’s organization, from front-line management to senior leadership.
- Understand customer business objectives and drive ROI with NiCE’s products and services, becoming a trusted partner and advisor.
- Engage cross-functional teams to resolve technical issues, ensuring prompt resolution within SLA targets to enhance overall customer satisfaction.
- Coordinate projects to ensure alignment with company strategies, either managing them directly or collaborating with Project Managers.
- Utilize deep technical expertise of NiCE products and associated technologies to implement solutions that expedite customer success.
- Conduct regular service and technology reviews, ensuring clear and timely communication with customers, and adeptly manage escalated situations.
- Provide coaching and mentoring, leading escalations, and contributing to the overall success of the team and company through shared expertise and continuous improvement.
- Identify and suggest enhancements to products and services, contributing to strategic initiatives for enterprise-level accounts.
