Senior Technical Account Manager
Core
Senior Technical Account Manager serving as primary contact and advocate for enterprise-level accounts, ensuring contract fulfillment, SLA management, and driving ROI through NiCE's Contact Center and Cloud-based Software solutions.
Role type
Senior Individual Contributor Technical Account Manager
Builds
Enterprise customer success, product adoption, and long-term loyalty for large accounts
Domain
Contact Center, Telecommunications, Cloud-based Software, Security
Deliverable
client delivery
Required skills
Enterprise account management, program/project management, technical resolution, C-level stakeholder engagement, risk identification and mitigation, SLA management, cross-functional collaboration, business acumen, technical expertise in Contact Center/Telecom/Cloud/Security
Preferred skills
Global delivery experience, regulatory compliance knowledge (HIPAA, PCI, SOX, FISMA), product enhancement strategy, knowledge-based content creation
Technologies
NiCE products, Contact Center platforms, Telecommunications systems, Cloud-based Software, Security tools
Responsibilities
Serve as primary contact for assigned enterprise accounts ensuring successful contract fulfillment and SLA management; Collaborate with Sales and Sales Engineering to align on customer opportunities and ensure successful implementation; Cultivate relationships across all levels of the customer's organization from front-line to senior leadership; Understand customer business goals and drive ROI with NiCE products; Engage cross-functional teams to resolve technical challenges within SLA targets; Coordinate and synchronize projects to ensure alignment with overall strategy; Conduct regular service and technology reviews and manage escalated situations; Identify and recommend product/service enhancements and lead initiatives to improve customer outcomes
Seniority
Senior, hands-on IC