Job Description

At NICE, we don't limit our challenges. We challenge our limits. Always. We're ambitious. We're game changers. And we play to win. We set the highest standards and execute beyond them. And if you're like us, we can offer you the ultimate career opportunity that will light a fire within you.


So, what's the role all about?



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 TAM must be very experienced, responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. You will help them overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer. The accounts assigned may include any of our paid service packages, where the services of an experienced TAM are expected. TAMs are generally assigned customers with a top-level service package, have high complexity, are high-touch, or are enterprise-level.



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. You 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.


How will you make an impact?


• Work largely during the customers' core business hours, with occasional extended hours and on-call after-hours work as needed by the customer, being the single point of contact to our company for the assigned accounts, engaging resources across several teams as needed to resolve their issue and requests
• Partnering with other NICE CX employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution
• Developing and maintaining an effective and productive relationship with assigned accounts, holding regular discussions to review open issues, understanding their contact center and business, knowing how NICE CX's solutions increase their success, and become their trusted partner and advisor
• Excellent triage and troubleshooting skills, teaching and mentoring peers those same skills to improve their success
• Capturing common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledgebase content
• Demonstrating superior in-depth knowledge of NICE CX products and associated technologies, especially those employed by assigned accounts, maintaining subject matter expertise, maintaining currency in telecommunications, contact center, and related technologies, and demonstrating working knowledge of competitive product lines, differentiators and industry trends through self-education and NICE CX's resources
• Developing and presenting customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
• Consistently and regularly updating customer and account information, all communication, interactions, assignments, details and actions, keeping it clear, effective, timely and current, in the CRM system
• Communicating tactfully, confidently and professionally with all stakeholders, especially in emotionally charged and escalated situations, bringing people together with the common goal of resolving issues and accelerating the customer's success
• Being accountable for all actions, and tactfully reinforcing accountability across all employees and teams in the company for delivering to OLA and SLA
• Being responsible for customer satisfaction, retention and referenceability for all assigned accounts
• Participating in team goal achievement and set personal goals that increase effectiveness and success
• Identifying opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development, proposing solutions that help NICE CX improve our performance and success
• Employing an assertive yet positive attitude in working with others to improve process issues that cause inefficiency, risk, missed targets, and frustration
• Adding value to the company by participating in projects, tasks and initiatives that improve process, methods, tactics and success within the team and across NICE CX. Participation in these things does not detract from the service, value, and outcomes provided to assigned accounts
• Demonstrate success at turning struggling accounts into successful accounts
• Occasional travel (up to 25%) required, visiting customer sites


Have you got what it takes?

• BS in Computer Science, Business Information Systems or similar field or equivalent work experience required
• 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
• 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


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)
• Extensive software, telecommunications and IP Telephony
• Experience using SIP signaling
• Competent in database and SQL concepts and scripting
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter
• Superior in-depth knowledge of CXone products and associated technologies, especially those employed by assigned accounts
• Experience supporting customer regulatory requirements including but not limited to HIPPA, PCI, SOX, FISMA etc.
• Industry Certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.


What's in it for you?



Join an ever-growing, market disrupting, global company where the teams - comprised of the best of the best - work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!


Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.


Requisition ID: 4629

Reporting into: Manager, Customer Success

Role Type: Individual Contributor


#LI-Hybrid


•About NICE •

•NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.•

•Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.•

•NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.•