Technical Account Manager

February 18

Apply Now

Receive Emails with Similar Jobs

NICE

WebsiteLinkedInAll Job Openings

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

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

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

📋 Description

• At NICE, we don’t limit our challenges. We challenge our limits. Always. • After key NICE CX customers have purchased and are implementing our products, the Technical Account Management (TAM) team takes ownership of the customer relationship and becomes their advocate within NICE CX. • The Technical Account Manager (TAM) begins to engage with the customer before they go live on the contact center platform, and works closely with the customer from that point forward to ensure their success. • Our TAMs are seasoned account management and technical resolution professionals who are at the top of their field and are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. • The accounts assigned may include any of our paid service packages, where the services of an experienced TAM are expected. • Interaction with customers will be done via phone, email, chat and WebEx, with face to face meetings as necessary and/or appropriate. • Travel is more frequent than with other TAMs due to the higher level customers being served and the increased services offered with higher level service packages. • The TAM will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.

🎯 Requirements

• 6+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery across EMEA. • 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.