NICE
Big data capture and analysis • Multi-channel interactions Recording • Financial crime solutions • Customer experience management solutions • Security and public safety solutions
Senior Technical Account Manager
November 30
NICE
Big data capture and analysis • Multi-channel interactions Recording • Financial crime solutions • Customer experience management solutions • Security and public safety solutions
Description
• At NICE, we don’t limit our challenges. We challenge our limits. Always. • The Technical Account Manager (TAM) engages with customers to ensure success. • The Lead TAM resolves complex issues and provides excellent technical and customer service. • Interaction with customers will be done via phone, email, chat and WebEx. • Travel is more frequent due to the higher level customers. • Mentor and coach other TAMs is a daily routine. • Partnering with teams, resolve technical challenges and ensure customer satisfaction. • Exemplify superior in-depth knowledge of CXone products and technologies. • Provide training to ensure customers maximize their CXone investment. • Capture and share knowledgebase content for employee and customer success. • Ensure all communications are clear, effective, timely and logged into CRM.
Requirements
• Bachelor's 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
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