Lead Technical Account Manager

1 month ago
Full-time
Lead
Customer and Technical Support
Nice Côte d'Azur

Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure
Founded 1960

Description

  • Take ownership of the customer relationship for assigned key CX accounts, engaging before go-live and acting as the customer’s advocate within NICE.
  • Resolve the most complex technical and high-stakes customer problems and provide exceptional technical and customer service.
  • Hold regular discussions with assigned accounts to review open issues, understand their contact center and business needs, and ensure NICE solutions meet those needs.
  • Coordinate and partner with Technical Support, Professional Services, Product Management, and Engineering to ensure technical challenges, cases, and requests are handled properly and within SLA targets.
  • Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts.
  • Help customers overcome issues, drive their success with NICE technology and services, and expand their usage of NICE products.
  • Serve as a trusted partner and advisor to large, complex, and challenging customers, including managing emotionally and technically difficult situations.

Requirements

  • 10 years in a Technical/Service role in software, telecommunications, customer service, call/contact center, and/or service delivery.
  • Demonstrated technical problem-solving proficiency with excellent analytical and advanced troubleshooting skills for end-users/customers.
  • Working technical knowledge of contact center software, design, and functionality.
  • Implementation experience with broad skills in both technology and analysis, and experience communicating at both technical and functional/business levels.
  • Ability to manage business rapport while addressing technical and functional requirements.
  • TCP/IP networking knowledge and VoIP technology exposure (preferred).
  • Comprehensive knowledge of TCP/IP and telecom circuits (DS0 through OC-48) and understanding of network topology and telecommunications architecture (PBX, carriers, VoIP) (preferred).
  • Understanding of basic scripting fundamentals and competence in database and SQL concepts and scripting (preferred).
  • Experience with SIP signaling and extensive experience in software, telecommunications, and IP telephony (preferred).

Benefits

  • Opportunity to join a global, market-leading company with 8,500+ employees and presence in 30+ countries.
  • Fast-paced, collaborative, and creative work environment working with high-performing teams.
  • Strong internal career mobility with endless opportunities across roles, disciplines, domains, and locations.
  • Daily opportunities to learn, grow, and work with market-leading AI, cloud, and digital technologies.
  • Chance to be part of a company that serves 25,000+ businesses and is recognized as an innovation leader.
  • Equal opportunity employer committed to inclusive hiring practices.

Interested in this position?

Apply directly on the company website

Apply Now

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