NiCE · 5 hours ago
Senior Technical Account Manager
United States
Full-time
Remote
Senior Level
6+ years expNiCE is a global leader in software solutions, known for delivering extraordinary customer experiences and innovative technologies. The Senior Technical Account Manager will be responsible for managing key customer relationships post-purchase, ensuring their success with NiCE products, and providing technical and customer service support to enhance their experience and usage of the technology.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
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
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 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
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
Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
Occasional travel (up to 25%) required, visiting customer sites
Qualification
Required
Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required
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
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
Benefits
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
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
Crunchbase News
2025-10-08
2025-09-16
2025-09-12
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