Senior Technical Account Manager

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.

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.