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

  • Own the customer relationship for key CX/contact-center customers and act as their advocate within NICE.
  • Engage with customers before go-live and coordinate onboarding and adoption activities to ensure a successful launch.
  • Resolve the most complex technical and high-stakes issues, including technically and emotionally challenging customer situations.
  • Provide ongoing technical and customer service to assigned accounts and act as a trusted advisor and strategic partner.
  • Hold regular account reviews to track open issues, understand customers’ contact-center operations and business needs, and ensure solutions meet requirements.
  • Coordinate with Technical Support, Professional Services, Product Management, and Engineering to drive issue resolution and meet SLA targets.
  • Be accountable for customer satisfaction, retention, referenceability, and expanding customers’ usage of NICE products.
  • Identify and drive improvements to processes and technology based on customer feedback and operational needs.

Requirements

  • 10 years in a technical/service role in software, telecommunications, customer service, call/contact center, or service delivery.
  • Demonstrated technical problem-solving proficiency and excellent analytical skills.
  • Advanced troubleshooting experience working directly with end-users/customers.
  • Working technical knowledge of contact-center software, design, and functionality.
  • Broad implementation experience combining technology and analysis, with the ability to communicate at both technical and functional levels while managing business rapport.
  • TCP/IP networking knowledge and VoIP technology exposure (preferred).
  • Knowledge of telecom circuits (DS0 through OC-48), network topology, and telecommunications architecture including PBX and carriers (preferred).
  • Experience with SIP signaling, IP Telephony, and familiarity with database/SQL concepts and scripting (preferred).
  • Basic scripting fundamentals and a personal profile that is analytical, inquisitive, service- and team-oriented (preferred).

Benefits

  • Opportunity to join a growing, global market-leading company (NICE) with 8,500+ employees across 30+ countries.
  • Fast-paced, collaborative, and creative work environment.
  • Strong internal career mobility with opportunities across multiple roles, disciplines, domains, and locations.
  • Ongoing learning and professional growth opportunities working with AI, cloud, and digital technologies.
  • Chance to work with high-profile enterprise customers (25,000+ customers, including many Fortune 100 companies).
  • NICE is an equal opportunity employer.

Interested in this position?

Apply directly on the company website

Apply Now

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