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NiCE · 2 days ago

Senior Technical Account Manager

Atlanta, GA

Full-time

Hybrid

Senior Level

5+ years exp

NiCE is a global company known for its innovative software solutions, and they are seeking a Senior Technical Account Manager to serve as a trusted advisor to customers. The role involves providing post-implementation support, maintaining strategic technical relationships, and ensuring that customers achieve maximum value from NiCE solutions.

Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware

No H1B

U.S. Citizen Only

Responsibilities

Translate customers’ technical business goals into long-term strategies that leverage NiCE’s capabilities

Understand NiCE’s full solution and 3rd party integrations for designated accounts

Serve as primary technical liaison between clients and internal teams, facilitating problem resolution, driving actions, and RCA/Best Practices

Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel

Identify technical barriers to product adoption and partner with appropriate NiCE and Customer teams to optimize the customer experience and success

Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model

Oversee transition phase from implementation to ongoing customer support and maintenance. (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure post implementation adoption and success

Communicate and advocate customer’s technical requirements and concerns to product management team R&D and other internal stakeholders

Lead Root Cause/Best Practice sessions with Customers and internally as required

As a 24x7x365 organization, on-call responsibilities may be required as well as occasional travel to customer sites

Conduct technical presentations and demonstrations

Qualification

Customer facing technical roleSaaSCloud servicesTechnical knowledge in AWSAzureGCPObject-oriented scripting languagesRelational databases queryingData migrationTransformationBusiness acumenPrioritizeCreateInterpret reportsEntra IDObtain security clearancesOutstanding communication skillsPresentation skillsWork independentlyFlexibilityAdaptability