Senior Technical Account Manager
Core
Serve as a trusted technical advisor and advocate for complex CXone customers, ensuring adoption, optimization, and value realization through strategic account management and advanced technical problem-solving.
Role type
Senior Technical Account Manager (Strategic IC with mentorship)
Builds
Customer success outcomes, adoption of CXone solutions, and retention of strategic accounts
Domain
Contact Center Technology / CCaaS / Telecommunications
Deliverable
client delivery
Required skills
Strategic account management, advanced technical troubleshooting, complex issue resolution, cross-functional collaboration, customer training, CRM management, business case development, mentorship
Preferred skills
NiCE CXone platform experience, VoIP/SIP signaling knowledge, TCP/IP networking, SQL/scripting, software engineering concepts, large audience presentation
Technologies
NiCE CXone, VoIP, SIP, TCP/IP, SQL, CRM systems
Responsibilities
Serve as primary point of contact for strategic accounts; lead go-live preparation and transition; take ownership of complex technical escalations; perform advanced troubleshooting and triage; drive customer satisfaction and retention; mentor other TAMs; partner with Product and Engineering teams; develop business cases and customized presentations.
Seniority
Senior, hands-on IC with mentorship responsibilities
