NICE Ltd.

Senior Technical Account Manager

NICE Ltd. • $110K — $130K *
US-AnywhereRemote in United States
Enterprise Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business Management or related field, or equivalent work experience required.
  • 5+ years in Enterprise Account Relationship Management, presales or post sales.
  • Excellent communication and presentation skills for all stakeholder levels, especially C-Level.
  • Experience in developing Customer Success strategies for enterprise accounts.
  • Proven track record in improving customer health and metrics like GRR and NRR through proactive engagement.
  • Ability to lead cross-functional teams in matrix organizations.
  • Familiarity with customer regulatory requirements (e.g., HIPPA, PCI) is a plus.

Responsibilities

  • Serve as the primary contact and advocate for assigned Strategic accounts.
  • Drive customer satisfaction, retention, and referenceability across accounts.
  • Develop and maintain strong relationships with stakeholders at all organizational levels.
  • Align customer business goals with product services to enhance ROI.
  • Conduct regular discussions to serve as a trusted partner and advisor.
  • Collaborate with cross-functional teams to meet customer needs within SLA targets.
  • Facilitate communication and ensure clarity during service and technology reviews.

Benefits

  • Opportunity for growth and learning through coaching and mentoring peers.
  • Flexible working hours adapting to customer's core business needs.
  • Potential for professional development through industry certifications.
Full Job Description
Senior Technical Account Manager

The Senior Technical Account Manager serves as a Customer Success leader for assigned Strategic accounts, responsible for driving business outcomes, solution adoption, customer health, retention, and long-term value realization. Acting as a trusted advisor and executive partner, the Senior TAM aligns customer objectives with internal resources, proactively manages risk, drives accountability across cross-functional teams, and ensures customers achieve measurable success from their investment. While maintaining a strong understanding of the customer's environment and solutions, the Senior TAM's primary responsibility is to coordinate and mobilize the appropriate expertise across the organization rather than serving as the primary technical troubleshooter.

Major Functions/Responsibilities

Account Management
  • Be the assigned Strategic account's primary point of contact and function as their professional advocate and relationship manager within CX, ensuring fulfillment of contract deliverable's, SLA management, ongoing customer education and product enhancement.
  • Responsible for customer satisfaction, retention and reference ability for all assigned accounts and drives improvements that ensure we do this across our enterprise customer base.
  • Develop and maintain an effective and productive relationship with assigned account(s) at all levels within their organization (from front-line contact center management through senior/executive leadership).
  • Clear understanding of the assigned accounts' business goals and directions and drive return on investment with our products and services.
  • Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor (report progress on strategic direction, ensure that CX's solutions meet their needs, assess training needs, share best practices, consistently increase their success, etc.).
  • Partner with other CX teams (Technical Support, Professional Services, Product Management, etc.), to ensure that proper resources are engaged to resolve issues / requests properly and within SLA targets and customer outcome expectations.

Technical
  • Excellent triage and troubleshooting facilitation skills.
  • Demonstrate superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts.
  • Utilize a deep understanding of each customer's environment to identify customer needs and help others across the company understand how the customer is using our products, ensuring that we use that understanding to continue to innovate and deliver best in class enterprise-level solutions and services.

Communication
  • Arrange and conduct regular Service and Technology Reviews with proper customer and CX stakeholders.
  • Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and logged into the CRM system.
  • Tactfully, confidently and professionally communicate with all stakeholders, especially in emotionally-charged and escalated situations.
  • Communicate and work with customers in a way that builds confidence, de-escalates situations, and helps customers know that their issues and concerns are being properly represented and handled by CXone.
  • Make and meet all commitments, building trust with customers and help others to do the same.
  • Employ an assertive yet positive attitude in working with others to create standardized and consistent processes and to improve process issues that cause inefficiency, risk, missed targets, and frustration.

Leadership
  • Provide coaching and mentoring to peers and exemplify consistent and high-value participation in knowledge creation and improvement.
  • Exemplify escalation prevention, resource engagement and communication when escalation occurs.
  • Lead the way in team goal achievement and set personal goals that increase effectiveness and success of yourself and the team.
  • Can act as a backup for managers or other Technical Account Managers as needed.


Required Education, Experience, and Specific Job Related Skills:

Bachelor's degree (BS) in Business Management or related field or equivalent work experience required.

Experience Required
  • 5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment.
  • Excellent Communication and Presentation skills with both C-Level and day-to-day operations stakeholders.
  • Experience developing and executing Customer Success strategies for enterprise accounts.
  • Demonstrated ability to improve customer health, adoption, GRR, and NRR through proactive engagement and value-based account management.
  • Proven ability to lead cross-functional teams and drive accountability in matrixed organizations.
  • Experience conducting Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning.
  • Work largely during the customers' core business hours, with occasional extended hours as needed. Occasional on-call after-hours work may be required as needed by the customer.
  • Ability to travel 20% of the time, visiting customer sites and attending company meetings.

Experience Preferred
  • Superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts.
  • Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.
  • 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.

About NICE Ltd.

NICE Ltd. is an Israel-based company, specializing in telephone voice recording, data security, surveillance, and Robotic Process Automation as well as systems that analyze recorded data. The company serves various industries, such as financial services, telecommunications, healthcare, outsourcers, retail, media, travel, service providers, and utilities. The primary listing of the company's shares is on the Tel Aviv Stock Exchange; where it is part of the TA-35 Index. Barak Eilam became CEO in April 2014, replacing Zeevi Bregman. Eilam previously headed the company's Americas division. As of November, 2020 the company had ~6,800 employees. NICE was founded in 1986 as Neptune Intelligence Computer Engineering by 7 Israeli former army colleagues. The company initially focused on developing technology for security and defense applications, but soon refocused their efforts on civilian applications, mainly for contact center, financial services and business intelligence markets.
Learn more about NICE Ltd.
Size
7,102 employees
Market Cap
$12.3 billion
Industry
Enterprise Technology
Net Income
$196.6 million
Founded
2000
5 Year Trend
+13.6%
Revenue
$1.6 billion
NASDAQ
NICE
* Ladders Estimates

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