Technical Account Manager • Senior

Who you are

You have a strong background in customer relationship management and are skilled at maintaining strategic relationships with clients. With your experience, you understand the importance of aligning customer priorities with business objectives, ensuring that both parties achieve their goals. You are a subject matter expert in the solutions you support, capable of providing insights and recommendations that drive service excellence. Your communication skills allow you to effectively manage escalations and technical issues, ensuring that clients feel supported and valued.

You thrive in a collaborative environment, working closely with various business units to influence tactical activities and improve service delivery. Your analytical skills enable you to assess support activity trends and identify areas for improvement, ensuring that service level agreements (SLAs) are consistently met. You are proactive in your approach, always looking for ways to enhance the customer experience and maximize the value of the solutions provided.

What you'll do

As a Senior Technical Account Manager at NICE, you will serve as a trusted advisor to your clients, providing both proactive and reactive support after implementation. You will be responsible for understanding the full suite of NICE solutions and any third-party integrations relevant to your designated accounts. Your role will involve analyzing support activity and service request trends to ensure that SLAs are met and customer satisfaction (CSAT) is achieved. You will facilitate meetings with clients to discuss their needs and address any issues that arise.

You will act as the first point of escalation for designated accounts, managing critical issues and ensuring that technical communication is clear and effective. Your expertise will be crucial in driving resolution and implementing technical best practices. You will collaborate with internal support teams to address escalations and missed expectations, ensuring that clients receive the highest level of service. Your ability to influence and guide clients will be key to fostering long-term relationships and driving success for both the clients and NICE.

What we offer

At NICE, we offer a dynamic work environment where you can challenge your limits and grow your career. You will be part of a team that values ambition and innovation, working alongside talented professionals who are committed to excellence. We provide opportunities for professional development and encourage you to take ownership of your career path. Our culture is built on collaboration and support, ensuring that you have the resources you need to succeed in your role. Join us and be part of a company that is making a significant impact in the industry.