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Technical Account Manager

2 months ago

Sydney, New South Wales, Australia NICE Full time

This is an exciting opportunity to join NICE as a Senior Technical Account Manager, where you will play a key role in driving customer success and strategic partnerships.

As a Senior Technical Account Manager at NICE, you will be responsible for acting as a strategic advisor and primary point of contact for key customer accounts. Your goal will be to ensure that these customers receive maximum value from NICE's products and services.

Your key responsibilities will include:

  • Building strong relationships with customers at all levels, understanding their business needs, strategic goals, and challenges.
  • Driving customer success by improving customer satisfaction, retention, and success through proactive identification of opportunities for improvement and expansion.
  • Proactive account management, engaging with customers to review performance, identify potential issues, provide leadership, own escalations, and propose solutions or optimizations to improve efficiency, scalability, and outcomes.
  • Strategic advisory, providing customers with strategic insights, best practices, product roadmap highlights, and recommendations to help them achieve their business goals, guiding them on how to leverage new features, updates, and technology trends.
  • Technical expertise and support, providing technical guidance, troubleshooting, and solutions to complex issues, serving as a subject matter expert on the NICE portfolio, and focused on supporting clients to optimize their use and performance.

You will also be expected to have a proven background and understanding of modern cloud contact centers and their associated core applications. Additionally, you will assist assigned customers in preparation for go-live, build confidence with them as they begin using NICE products in their environment, and identify opportunities to improve or modify products and services to improve customer effectiveness and experience.

In terms of skills and qualifications, we are looking for individuals with 5+ years of experience in a Technical/Service role in software, telecommunications, or in customer service, call/contact center, and/or service delivery. Strong analytical and advanced troubleshooting skills, along with strong customer service and communication skills, both verbal and written, are essential. You should also have the ability to multitask and work well in a fast-paced environment, be a strong team player with the ability to work with minimal supervision, and complete all tasks efficiently.

We offer a competitive salary range of $100,000 - $140,000 per year, depending on location and experience. Our company values diversity and inclusion, and we are committed to creating a workplace that is welcoming and inclusive for everyone. If you are passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity.