Senior Technical Account Manager
New
N
NiCEContact center software
Location: Remote, USAFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 10+ years of experience in technical services, software, telecommunications, customer service, contact center technology, and/or service delivery.
- Required Skills
- Microsoft Office
Requirements
- Bachelor's degree in Computer Science, Business Information Systems, a related field, or equivalent professional experience.
- 10+ years of experience in technical services, software, telecommunications, customer service, contact center technology, and/or service delivery.
- Demonstrated success managing complex customer relationships in technical environments.
- Strong technical problem-solving, analytical, triage, and advanced troubleshooting skills.
- Working technical knowledge of contact center software, architecture, design, and functionality.
- Experience resolving complex, high-impact technical and customer issues.
- Ability to work cross-functionally with technical and business teams to drive issues through resolution.
- Strong understanding of contact center operations, KPIs, and industry best practices.
- Ability to manage multiple priorities, work independently, and drive projects through completion.
- Ability to train, mentor, present, and share technical knowledge with customers and colleagues.
- Proficiency with Microsoft Office applications and experience maintaining customer information in CRM systems.
- Work primarily during customers' core business hours, with occasional extended or after-hours support as customer needs require.
- Travel up to 25% for customer meetings, site visits, and company events.
Responsibilities
- Serve as the primary point of contact and trusted advisor for assigned strategic and complex customer accounts.
- Engage customers before go-live and guide preparation for their transition into production.
- Build customer relationships through regular discussion of business objectives, technical environments, open issues, product usage, and improvement opportunities.
- Own complex technical issues and escalations, coordinating internal teams through resolution.
- Perform advanced troubleshooting and technical triage across contact center and CXone environments.
- Track customer issues, cases, and requests against established SLA and OLA expectations.
- Develop customer presentations, provide technical and product training, and communicate recommended next steps.
- Maintain accurate customer, account, activity, and case information in CRM systems.
- Capture technical knowledge and best practices, and mentor TAMs and other team members.
- Lead initiatives to improve processes, customer experience, operational efficiency, and team performance.
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