Senior Technical Account Manager

September 22

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Big data capture and analysis • Multi-channel interactions Recording • Financial crime solutions • Customer experience management solutions • Security and public safety solutions

5001 - 10000

Description

• After key CXone customers have purchased, the Technical Account Management (TAM) team takes ownership of the customer relationship • The Technical Account Manager (TAM) engages with the customer before they go live • TAMs are seasoned account management and technical resolution professionals who are united in exceeding customer expectations • The Lead TAM resolves complex problems and provides excellent technical and customer service • Interaction with customers is done via phone, email, chat and WebEx • Mentoring and coaching other TAMs is a daily routine • Frequent travel may be involved due to challenges • Senior TAMs work independently and collaboratively across teams to ensure high levels of customer success

Requirements

• Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required • 8+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery • Demonstrated technical problem solving proficiency • Excellent analytical and advanced troubleshooting skills with end-users/customers • Excellent customer service and communication skills, both verbal and written • Ability to multitask and work well in a fast-paced environment • Proficient in Microsoft Office applications • Able to work with little supervision and complete projects • Working technical knowledge of contact center software/design/functionality • Demonstrated experience in a fast paced environment and meeting customer time constraints • Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport. • Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations • Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker • Engineering Services: deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and/or databases

Benefits

• Work largely during the customers' core business hours, with occasional extended hours as needed • Occasional on-call after-hours work may be required as needed by the customer