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Senior Technical Account Manager

1 hour, 43 minutes ago
Australia
Full-time
Senior
Technical Account Manager
Customer and Technical Support
AWS Azure CRM SQL
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 134

Description

  • Serve as the primary point of contact for assigned enterprise accounts and coordinate resources across teams to resolve issues and requests.
  • Build and maintain strong customer relationships through regular strategic discussions, best-practice guidance, and mutual success planning.
  • Resolve complex technical problems and handle escalations while maintaining SLA and OLA commitments.
  • Partner with technical support, professional services, product management, engineering, and other teams to drive issues to resolution.
  • Engage with customers before go-live and support them through implementation and launch readiness.
  • Provide proactive account management, including scheduled check-ins, issue review, and success planning.
  • Develop and present customized reports and presentations that track usage, benefits, achievements, opportunities, and next steps.
  • Train customers to help them get maximum value from NICE products and services.
  • Maintain accurate records of customer communications, actions, and account details in the CRM system.
  • Represent the company professionally in customer interactions, meetings, calls, and escalated situations.
  • Support teammates, mentor peers, and contribute to team goals and account success.
  • Travel up to 25% and work during customer core hours, including occasional after-hours on-call support.

Requirements

  • Bachelor’s degree in computer science, Business Information Systems, or a similar field, or equivalent work experience.
  • 8+ years of experience in a technical, service, software, telecommunications, customer service, cloud contact center, or service delivery role.
  • Wide experience with enterprise cloud telephony and CX platforms.
  • Demonstrated technical problem-solving and advanced troubleshooting skills.
  • Excellent verbal and written communication skills and strong customer service skills.
  • Ability to multitask and work effectively in a demanding environment with little supervision.
  • Proficiency in Microsoft Office applications.
  • Working technical knowledge of contact center software, design, and functionality.
  • Experience in a fast-paced environment and meeting customer time constraints.
  • Preferred experience with the NiCE CXone platform.
  • Preferred experience with CCaaS solutions and operating in dynamic cloud environments.
  • Preferred infrastructure, networking, and telecommunications architecture knowledge, including PBX, carriers, and VoIP/SIP technology.
  • Preferred knowledge of modern CX platforms and applications, basic scripting, call flow routing, SIP signaling, SQL, and database concepts.
  • Preferred experience with AWS or Azure environments, customer success outcomes, and ITIL or project management exposure/qualifications.

Interested in this position?

Apply directly on the company website

Apply Now

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