Technical Account Manager - Salt Lake City, United States - NICE

Description

At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+.

And if you're like us, we can offer you the kind of challenge that will light a fire within you.

After key NICE CX customers have purchased and are implementing our products, the Technical Account Management (TAM) team takes ownership of the customer relationship and becomes their advocate within NICE CX.

The Technical Account Manager (TAM) begins to engage with the customer before they go live on the contact center platform, and works closely with the customer from that point forward to ensure their success.

Our TAMs are seasoned account management and technical resolution professionals who are at the top of their field and are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives.

The TAM is a very experienced TAM, responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts.

He/she will help them overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer.

The accounts assigned may include any of our paid service packages, where the services of an experienced TAM are expected.

TAMs are generally assigned customers with a top-level service package, have high complexity, are high-touch, or are enterprise-level.

Interaction with customers will be done via phone, email, chat and WebEx, with face to face meetings as necessary and/or appropriate.

Travel is more frequent than with other TAMs due to the higher level customers being served and the increased services offered with higher level service packages.

The TAM will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.

Major Functions/Responsibilities:
Work largely during the customers' core business hours, with occasional extended hours as needed
Occasional on-call after-hours work may be required as needed by the customer
As their account management professional, be the assigned accounts' single point of contact to our company, and engage resources across several teams as needed to resolve their issues and requests
Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, know how NICE CX's solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor
Excellent triage and troubleshooting skills, teaching peers those same skills to improve their success
Personally resolve as many customer issues as possible while scheduling time for proactive activities
Partnering with other NICE CX employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution
Demonstrate superior in depth knowledge of NICE CX products and associated technologies, especially those employed by assigned accounts
Demonstrate subject matter expertise in one or more technical areas
Demonstrate expertise and maintain currency in telecommunications, contact center, and related technologies
Gain a deep understanding of each customer's environment, identify customer needs, propose solutions that will accelerate their success
Demonstrate a working knowledge of competitive product lines, differentiators and industry trends through self-education and NICE CX's resources
Develop and present customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
Provide training to accounts to ensure that they get the most out of their NICE CX investment
Capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledgebase content
Provide coaching to peers and demonstrate consistent and high-value participation in knowledge creation and improvement
Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM system
Appropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, organization, progress and direction
Consistently and regularly update customer and account information, keeping it current in the CRM system
Tactfully, confidently and professionally communicate with all stakeholders, especially in emotionally-charged and escalated situations, bringing people together with the common goal of resolving issues and accelerating the customer's success
Communicate and work with customers in a way that they do not escalate and are confident that their issues and concerns are being properly represented and handled by NICE CX
Assist the team by taking ownership of escalations in your area of expertise, exemplifying the effective handling of difficult situations
Develop and drive business cases that outline problems, impacts, proposed solutions and outcomes that help NICE CX improve our performance and success
Make and meet all commitments, building trust with customers and help others to do the same
Present a professional image in communication, conduct, attitude and attire
Demonstrates professionalism and leadership with customers, and helps peers to develop the same level of expertise

Accountable for all actions, and tactfully reinforce accountability across all employees and teams in the company for delivering to OLA and SLA.

Professionally and tactfully teaches proper process and methods that ensure customer service excellence
Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
Responsible for customer satisfaction, retention and referenceability for all assigned account
Participate in team goal achievement and set personal goals that increase effectiveness and success
Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development

Employs an assertive yet positive attitude in working with others to improve process issues that cause inefficiency, risk, missed targets, and frustration.

Add value to the company by participating in projects, tasks and initiatives that improve process, methods, tactics and success within the team and across NICE CX.

Participation in these things does not detract from the service, value, and outcomes provided to assigned accounts
Mentor Associate TAMs and other peers as appropriate toward increased success
Provide technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiency
Successful at turning struggling accounts into successful accounts
Manage and document certain NICE CX technical projects with each assigned account to ensure that they are successful
Occasional travel (up to 25%) required, visiting customer sites
Perform other tasks and duties as assigned or needed
Follow the company Code of Ethics and NICE CX policies and procedures at all times
Communicate in an effective and professional way with customers in and outside of NICE CX

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Required Education, Experience, and Specific Job Related Skills


Education Requirement:
Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required

Experience Requirements:
6+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery
Demonstrated technical problem solving proficiency
Excellent analytical and advanced troubleshooting skills with end-users/customers
Excellent customer service and communication skills, both verbal and written
Ability to multitask and work well in a fast-paced environment
Proficient in Microsoft Office applications
Able to work with little supervision and complete projects
Working technical knowledge of contact center software/design/functionality
Demonstrated experience in a fast paced environment and meeting customer time constraints

Implementation:
broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport

Experience Preferred:
TCP/IP networking knowledge and VoIP technology exposure
Comprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48
Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)
Understanding of basic scripting fundamentals
Solid understanding of TCP/IP and internet fundamentals
Extensive software, telecommunications and IP Telephony
Experience using SIP signaling
Competent in database and SQL concepts and scripting
Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter
About NICE
NICELtd

(NASDAQ:

NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.
Every day, NICE software managesmore than120 million customer interactions and monitors3+billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Have you ever worked at NICE or any of it's subsidiaries?

This is listed as a remote position but if you live near a NICE office location, are you willing to come in on a flex-hybrid schedule?

Do you have any first-degree relatives (spouse, parent, child, sibling) that are currently employed by NICE or any of its subsidiaries?

If Yes, what is the name of your relative that works for NICE? If No, please type "N/A"

Do you now or in the future require visa sponsorship?

What is your desired base salary?

What is your physical address?

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.
Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in NICE's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.

Classification of protected categoriesis as follows:
A "disabled veteran" is one of the following: a veteran of the U.S.

military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S.

military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S.

military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S.

military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number
Expires 04/30/2026
Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.
Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in NICE's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Are you Hispanic/Latino?

Please identify your race

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.

Classification of protected categoriesis as follows:
A "disabled veteran" is one of the following: a veteran of the U.S.

military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S.

military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S.

military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S.

military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number

Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.
Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at .
How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your "major life activities." If you have or have ever had such a condition, you are a person with a disability.

Disabilities include, but are not limited to:
Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson's disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury
Disability Status


PUBLIC BURDEN STATEMENT:

According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number.

This survey should take about 5 minutes to complete.

#J-18808-Ljbffr