Senior Technical Account Manager, NICE, UAE

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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.

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