NiCE · 14 hours ago
Lead Technical Account Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
10+ years expNiCE is a global company known for its innovative software products that enhance customer experiences and ensure public safety. The Lead Technical Account Manager will take ownership of key customer relationships, resolve complex problems, and provide exceptional technical and customer service to ensure customer success and satisfaction.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
Take ownership of the customer relationship for key CX customers and become their advocate within CX, engaging before go-live and working closely with customers to ensure their success
Resolve the most complex problems and provide excellent technical and customer service to specific key accounts, including resolving technically and emotionally challenging and high-stakes issues
Exemplify an effective and productive relationship with assigned accounts, holding regular discussions to review open issues, understand their contact center and business, ensure CX solutions meet their needs, and become a trusted partner and advisor
Ensure all technical challenges, issues, cases, and requests are handled properly and within SLA targets by partnering with Technical Support, Professional Services, Product Management, and Engineering
Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts
Qualification
Required
10 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
Working technical knowledge of contact center software/design/functionality
Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport
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
Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter
Company
NiCE
NiCE is transforming the world with AI that puts people first.
5001-10000 employees
H1B Sponsorship
NiCE has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (14)
2023 (8)
2022 (8)
2021 (11)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-02-02IPO
Leadership Team
D
David Gustafson
VP, GM of Platform
Matt Reading
VP, Customer Succes
Recent News
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2025-10-08
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2025-09-12
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