Senior Technical Account Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Technical Account Manager driving adoption, retention, and value realization for enterprise customers. Coordinating CX software success across strategic accounts at NICE.
Responsibilities:
- Serve as Customer Success leader for assigned Strategic accounts
- Drive business outcomes, solution adoption, customer health, retention, and long-term value realization
- Act as trusted advisor and executive partner, aligning customer objectives with internal resources
- Proactively manage risk, drive accountability across cross-functional teams, and ensure measurable customer success
- Serve as primary point of contact, professional advocate, and relationship manager within CX
- Ensure fulfillment of contract deliverables, SLA management, ongoing customer education, and product enhancement
- Manage customer satisfaction, retention, and referenceability for assigned accounts
- Build relationships across customer organizations, from frontline contact center management through executive leadership
- Understand customer business goals and drive return on investment with products and services
- Conduct regular discussions, Service and Technology Reviews, Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning
- Partner with Technical Support, Professional Services, Product Management, and other CX teams to resolve issues and requests within SLA and customer outcome expectations
- Facilitate triage and troubleshooting and apply in-depth knowledge of CX products and associated technologies
- Ensure communications, assignments, actions, and details are clear, timely, effective, and logged in the CRM system
- Communicate professionally during emotionally charged and escalated situations
- Coach and mentor peers and contribute to knowledge creation and improvement
- Prevent escalations, engage resources, and lead team goal achievement
- Act as backup for managers or other Technical Account Managers as needed
Requirements:
- Bachelor's degree (BS) in Business Management or related field or equivalent work experience required
- 5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment
- Excellent Communication and Presentation skills with both C-Level and day-to-day operations stakeholders
- Experience developing and executing Customer Success strategies for enterprise accounts
- Demonstrated ability to improve customer health, adoption, GRR, and NRR through proactive engagement and value-based account management
- Proven ability to lead cross-functional teams and drive accountability in matrixed organizations
- Experience conducting Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning
- 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
- Ability to travel 20% of the time, visiting customer sites and attending company meetings
- Superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts
- Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.
- Experience supporting customer regulatory requirements including but not limited to HIPPA, PCI, SOX, FISMA etc.
- Industry Certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc. (preferred)
Benefits:
- Ability to work remotely in the USA
- Company meetings and customer-site travel opportunities
Similar Jobs
Senior Platform Partner Technical Account Manager
Red Hat PTAM guiding enterprise partners implementing Linux, cloud, and container solutions. Troubleshooting issues, advising stakeholders, and driving long-term platform adoption.
Senior Technical Account Manager, Microsegmentation
Technical Account Manager leading enterprise Zero Trust deployments for Akamai. Advising customers on microsegmentation, security strategy, integrations, and platform performance.
Outside Software Account Representative
Outside Software Account Representative growing Thryv’s SaaS client base and existing-client sales. Selling CRM, marketing, invoicing, messaging, and business-automation software to local businesses.
Senior Technical Account Manager
Senior Technical Account Manager advising enterprise clients on Akamai Compute cloud solutions. Driving deployment, optimization, adoption, and issue resolution across customer-facing technical teams.
Technical Account Manager
Technical Account Manager owning technical strategy, adoption, and health for Seeq’s strategic industrial-data software accounts. Driving deployments, support resolution, renewals, and expansion.
Technical Account Manager
Technical Account Manager supporting campaign integrations and optimization for RTB House, a Deep Learning-powered performance advertising platform. Remote Poland-based role collaborating with account and sales teams.
Technical Account Manager
Technical Account Manager optimizing client campaigns for RTB House’s Deep Learning-powered DSP. Troubleshooting tracking, integrations, and performance issues across digital advertising campaigns.
Technical Sales Representative
Technical sales representative growing AkzoNobel’s marine coatings business in New Zealand. Advising customers on coating systems, application, inspections and lifecycle-cost reduction.
Technical Account Manager
Technical Account Manager supporting Bolster’s partner and enterprise customers. Configuring brand-protection monitoring and takedown workflows across digital channels.
Technical Account Manager
Technical Account Manager driving enterprise customer success with UiPath automation. Architecting AI-powered solutions and advising customers on platform infrastructure, best practices, and technical health.
Technical Sales Representative I
Technical Sales Representative selling NDT inspection solutions across Pennsylvania and New Jersey. Demonstrating products, managing territory sales, and developing customer opportunities for Wabtec’s Evident division.
Technical Account Manager
Technical Account Manager advising strategic clients on Dataiku’s enterprise AI platform. Supporting architecture, cloud, Kubernetes, MLOps, integrations, and long-term technical strategy.
Senior Technical Account Manager, Microsegmentation
Technical Account Manager guiding customer adoption of Akamai’s Zero Trust security solutions. Advising on infrastructure, integrations, optimization, and technical training.
Outside Software Account Representative
Outside Software Account Representative growing Thryv’s SaaS platform for small businesses across Alabama. Managing existing accounts, prospecting new clients, and meeting sales quotas through remote work and local travel.
Senior Technical Account Manager
Senior Technical Account Manager supporting strategic enterprise customers deploying Dataiku’s AI orchestration platform. Advising on architecture, cloud infrastructure, Kubernetes, data platforms, security, and MLOps.
Solutions Account Manager, Research Intelligence
Elsevier account manager selling AI-powered research intelligence solutions to universities. Building strategic academic partnerships, driving revenue, and supporting AI-enabled discovery and analytics.
Senior Technical Account Manager
Senior Technical Account Manager delivering Paxos blockchain and digital-asset integrations for U.S. financial institutions. Managing reliability, change releases, operational requests, and customer implementation plans.
Technical Account Manager
Technical Account Manager supporting Valeris’s healthcare commercialization technology solutions. Managing client IT requests, initiatives, metrics, and cross-functional delivery for life sciences customers.
Technical Account Manager, Architect
Technical Account Manager Architect supporting ClickHouse’s real-time analytics database customers in India. Providing consultative guidance, escalated support, migrations, and enterprise project leadership.
Senior Technical Account Manager, DFIR
Senior Technical Account Manager at Vector3 specializing in incident response and MDR services. Collaborating with clients to ensure satisfaction and retention in cybersecurity solutions.