Technical Account Manager

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 is a very experienced TAM, responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. He/she 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. The TAM 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.Major Functions/Responsibilities:
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
As their account management professional, be the assigned accounts' single point of contact to our company, and engage resources across several teams as needed to resolve their issues and requests
Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, know how NICE CX's solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor
Excellent triage and troubleshooting skills, teaching peers those same skills to improve their success
Personally resolve as many customer issues as possible while scheduling time for proactive activities
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
Demonstrate superior in depth knowledge of NICE CX products and associated technologies, especially those employed by assigned accounts
Demonstrate subject matter expertise in one or more technical areas
Demonstrate expertise and maintain currency in telecommunications, contact center, and related technologies
Gain a deep understanding of each customer's environment, identify customer needs, propose solutions that will accelerate their success
Demonstrate a working knowledge of competitive product lines, differentiators and industry trends through self-education and NICE CX's resources
Develop and present customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
Provide training to accounts to ensure that they get the most out of their NICE CX investment
Capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledgebase content
Provide coaching to peers and demonstrate consistent and high-value participation in knowledge creation and improvement
Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM system
Appropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, organization, progress and direction
Consistently and regularly update customer and account information, keeping it current in the CRM system
Tactfully, confidently and professionally communicate 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
Communicate and work with customers in a way that they do not escalate and are confident that their issues and concerns are being properly represented and handled by NICE CX
Assist the team by taking ownership of escalations in your area of expertise, exemplifying the effective handling of difficult situations
Develop and drive business cases that outline problems, impacts, proposed solutions and outcomes that help NICE CX improve our performance and success
Make and meet all commitments, building trust with customers and help others to do the same
Present a professional image in communication, conduct, attitude and attire
Demonstrates professionalism and leadership with customers, and helps peers to develop the same level of expertise
Accountable for all actions, and tactfully reinforce accountability across all employees and teams in the company for delivering to OLA and SLA. Professionally and tactfully teaches proper process and methods that ensure customer service excellence
Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
Responsible for customer satisfaction, retention and referenceability for all assigned account
Participate in team goal achievement and set personal goals that increase effectiveness and success
Identify 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
Employs an assertive yet positive attitude in working with others to improve process issues that cause inefficiency, risk, missed targets, and frustration.
Add 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
Mentor Associate TAMs and other peers as appropriate toward increased success
Provide technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiency
Successful at turning struggling accounts into successful accounts
Manage and document certain NICE CX technical projects with each assigned account to ensure that they are successful
Occasional travel (up to 25%) required, visiting customer sites
Perform other tasks and duties as assigned or needed
Follow the company Code of Ethics and NICE CX policies and procedures at all times
Communicate in an effective and professional way with customers in and outside of NICE CX
This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.Required Education, Experience, and Specific Job Related SkillsEducation Requirement:
Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required
Experience Requirements:
6+ 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
Experience Preferred:
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)
Understanding of basic scripting fundamentals
Solid understanding of TCP/IP and internet fundamentals
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
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