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Technical Account Manager

1 month ago
United States
Full-time
Senior
Technical Account Manager
Customer and Technical Support
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 21

Description

  • Serve as the single point of contact and assigned account management professional for designated customers, engaging internal resources as needed to resolve issues and requests.
  • Develop and maintain effective, productive relationships with assigned accounts through regular reviews of open issues, best practices, and opportunities to increase customer success.
  • Triage and troubleshoot complex technical problems, resolve escalations, and teach peers advanced troubleshooting techniques.
  • Partner with technical support, professional services, product management, engineering, sales and other teams to ensure cases and requests are handled within SLA targets and progress toward resolution.
  • Demonstrate and maintain deep product and industry knowledge relevant to assigned accounts and recommend solutions that accelerate customer success.
  • Prepare and present customized presentations that quantify product/service usage, realized benefits, achievements, opportunities and next steps.
  • Develop and drive business cases that outline problems, impacts, proposed solutions and expected outcomes to improve customer and company performance.
  • Assist customers in preparation for go-live and provide ongoing guidance to build confidence during live usage of NiCE products.
  • Take ownership of escalations in your area of expertise and exemplify effective handling of difficult customer situations.
  • Travel to customer sites as required (occasional travel up to 25%).

Requirements

  • Bachelor's degree in Computer Science, Business Information Systems or similar field, or equivalent work experience.
  • 6+ years in a technical/service role in software, telecommunications, customer service, call/contact center and/or service delivery.
  • Demonstrated technical problem-solving proficiency and excellent analytical and advanced troubleshooting skills with end users/customers.
  • Excellent customer service and written/verbal communication skills and the ability to multitask in a fast-paced environment.
  • Working technical knowledge of contact center software, design and functionality.
  • Proficient in Microsoft Office applications and able to work with little supervision to complete projects.
  • Experience implementing technology solutions and communicating at both technical and functional levels while maintaining business rapport.
  • Experience meeting customer time constraints in fast-paced environments.
  • Preferred: TCP/IP networking knowledge, VoIP exposure and understanding of SIP signaling.
  • Preferred: knowledge of telecom circuits (DS0 through OC-48), PBX/carrier/telecommunications architecture, basic scripting fundamentals, and competency with database/SQL concepts and scripting.

Benefits

  • Opportunity to join a fast-paced, collaborative and creative global company that is a market leader in its domains.
  • Significant learning and career-growth opportunities with internal mobility across roles, disciplines, domains and locations.
  • Work with top-tier teams in an innovation-focused environment specializing in AI, cloud and digital technologies.
  • Employment with a large global organization (8,500+ employees across 30+ countries) and a company used by 25,000+ businesses including many Fortune 100 corporations.
  • Equal opportunity employer committed to consideration of all qualified applicants without regard to protected characteristics.

Interested in this position?

Apply directly on the company website

Apply Now

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