Loading...
LeadFull-timeRustGitGoAI
Salary Range
$76,500 - $103,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Account Manager to join our team at NICE. This role involves taking ownership of customer relationships for key CX customers and becoming their advocate within the company. The Technical Account Manager will work closely with customers to ensure their success with our products and services.
Key Responsibilities
- →Take ownership of the customer relationship for key CX customers and become their advocate within CX, engaging before go-live and working closely with customers to ensure their success.
- →Resolve the most complex problems and provide excellent technical and customer service to specific key accounts, including resolving technically and emotionally challenging and high-stakes issues.
- →Exemplify an effective and productive relationship with assigned accounts, holding regular discussions to review open issues, understand their contact center and business, ensure CX solutions meet their needs, and become a trusted partner and advisor.
- →Ensure all technical challenges, issues, cases, and requests are handled properly and within SLA targets by partnering with Technical Support, Professional Services, Product Management, and Engineering.
- →Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts.
Requirements
- ✓10 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
- ✓Working technical knowledge of contact center software/design/functionality
- ✓Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
- ✓You will have an advantage if you also have:
- ✓TCP/IP networking knowledge and VoIP technology exposure
- ✓Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
- ✓Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
- ✓Understanding of basic scripting fundamentals
- ✓Solid understanding of TCP/IP and internet fundamentals
- ✓Extensive software, telecommunications and IP Telephony
- ✓Experience using SIP signaling
- ✓Competent in database and SQL concepts and scripting
- ✓Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter
Free to sign up. Takes 30 seconds.
