Senior Technical Account Manager
NiCE
Melbourne
3 days ago
Senior Technical Account Manager
NiCE seeks a Senior Technical Account Manager for an on-site role in Melbourne, Australia. The position involves managing enterprise-level accounts, resolving technical issues, and ensuring customer success with NICE's cloud contact center solutions. Requires 8+ years of experience in technical or service roles and a bachelor's degree.
On-site
Full-time
Senior
Enterprise Cloud Telephony
CX Platforms
Salary
Not specified
Core Qualifications
Technical (Must-have)
Enterprise Cloud TelephonyCX Platformscontact center software/design/functionalityMicrosoft Office applicationstelecommunicationscloud contact centerservice delivery
Soft Skills
problem-solvinganalyticalcustomer servicecommunicationmultitaskingindependent workcollaborationleadershipaccountabilityprofessionalism
Tools (Must-have)
CRM system
Preferred Qualifications
Technical (Nice-to-have)
NiCE CXone platformContact Centre as a Service (CCaaS)infrastructure/networkingtelecommunications architecture (PBX, Carriers, VoIP/SIP)Modern CX Platforms and Applicationsscripting and call flow routingSIP signalingdatabase and SQL conceptsAWS/Azure Technology and EnvironmentsITIL/Project Management exposure
Key Responsibilities
- Be the prime point of contact for assigned accounts and engage resources across teams to resolve issues.
- Develop and maintain effective relationships with accounts, hold regular discussions to review issues and strategic objectives.
- Triage and troubleshoot issues, mentor peers.
- Personally resolve customer issues and schedule proactive activities.
- Partner with internal teams to ensure challenges are managed within SLA targets.
- Demonstrate in-depth knowledge of NICE products and associated technologies.
- Develop and present customized presentations and reports to accounts.
- Provide training to accounts.
- Ensure all communication and interactions are recorded in CRM system.
- Contribute to and lead meetings, calls, and discussions.
- Update customer and account information in CRM system.
- Communicate professionally with stakeholders, especially in escalated situations.
- Assist team by taking ownership of escalations.
- Develop and drive business cases for improvement.
- Present professional image in communication, conduct, attitude, and attire.
- Demonstrate professionalism and leadership with customers and peers.
- Accountable for all actions and reinforce accountability across teams.
- Assist customers in preparation for go-live.
- Responsible for customer satisfaction and referencability.
- Participate in team goal achievement and set personal goals.
- Collaborate, support, and backup teammates.
- Turn struggling accounts into successful accounts.
- Travel up to 25% and be co-located on key customer sites.
Senior Technical Account ManagerSales and Business DevelopmentSoftware DevelopmentCloud Contact CenterCustomer SuccessEnterprise AccountsTelecommunicationsMelbourneOn-siteFull-time