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Lead Technical Account Manager

1 week ago
United States
Lead
Technical Account Manager
Customer and Technical Support
CRM SQL TCP/IP
Apply Now
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
View All Jobs 28

Description

  • Own the customer relationship for key CX accounts and act as their advocate within NiCE.
  • Engage with customers before go-live and support them throughout implementation and ongoing use of the platform.
  • Resolve complex technical, service, and high-stakes customer issues for large, challenging accounts.
  • Hold regular account discussions to review open issues, understand business needs, and ensure solutions continue to meet customer requirements.
  • Partner with Technical Support, Professional Services, Product Management, and Engineering to resolve issues and meet SLA targets.
  • Account for customer satisfaction, retention, and referenceability across assigned accounts.
  • Help customers expand their use of NiCE products and services and become long-term loyal customers.
  • Provide technical and customer service support to specific key accounts.
  • Improve internal processes and technology through customer feedback and issue resolution.

Requirements

  • 10 years of experience in a technical or service role in software, telecommunications, customer service, call/contact center, or service delivery.
  • Demonstrated technical problem-solving proficiency.
  • Excellent analytical and advanced troubleshooting skills with end users or customers.
  • Working technical knowledge of contact center software, design, and functionality.
  • Broad implementation experience across technology and analysis, with the ability to communicate at both technical and functional levels while maintaining business rapport.
  • TCP/IP networking knowledge and VoIP technology exposure is preferred.
  • Comprehensive knowledge of TCP/IP and telecom circuits from DS0 through OC-48 is preferred.
  • Understanding of network topology and telecommunications architecture, including PBX, carriers, and VoIP, is preferred.
  • Basic scripting fundamentals and scripting experience are preferred.
  • Competence in database and SQL concepts and scripting is preferred.

Benefits

  • Work for a global, market-leading company in a fast-paced, collaborative, and creative environment.
  • Access to endless internal career opportunities across multiple roles, disciplines, domains, and locations.
  • Opportunity to learn and grow within an innovation-focused organization.
  • Join a company recognized for leadership in AI, cloud, and digital.
  • Be part of a team serving major global businesses and high-volume customer interactions.
  • Equal opportunity employer consideration for all qualified applicants.

Interested in this position?

Apply directly on the company website

Apply Now

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