Senior Technical Account Manager (APAC)

The key role of a Senior Technical Account Manager is to act as a strategic advisor and primary point of contact for key customer accounts, ensuring they receive maximum value from NiCE’s products and services

• Building Strong Customer Relationships: Develop and maintain deep, long-term partnerships at all levels with customers, understanding their business needs, strategic goals, and challenges.
• Driving Customer Success: Focus on improving customer satisfaction, retention, and success by proactively identifying opportunities for improvement and expansion.
• Proactive Account Management: Regularly engage with customers to review performance, identify potential issues, provide leadership, own escalations, and propose solutions or optimizations that can improve efficiency, scalability, and outcomes.
• Strategic Advisory: Provide customers with strategic insights, best practices, product roadmap highlights, and recommendations to help them achieve their business goals, guiding them on how to leverage new features, updates, and technology trends.
• Technical Expertise and Support: Provide technical guidance, troubleshooting, and solutions to complex issues. Serve as a subject matter expert on the NiCE portfolio and focused on supporting clients to optimize their use and performance.

• Have a proven background and understanding of modern cloud contact centers and their associated core applications.
• Support assigned customers in preparation for go-live and build confidence with them as they begin using NiCE products in their environment.
• Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development.
• Partner 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.
• Create, own, and develop a Customer Success Plan for each customer that is focused on ensuring key milestones and success criteria are delivered and value realisation is 
  assured.
• Work largely during the customers' core business hours, with occasional extended hours as required to deliver planned activities.
• Plan and deliver all customer success / service delivery meetings with customers creating all content and providing in-depth analysis and management information and 
  reports.
• Deliver product overviews, demonstrate new features, and provide appropriate coaching as required.
• Develop and mentor new members of the team and set high standards in all aspects of the role.
• Responsible for customer satisfaction, retention and referencability for all assigned accounts.

• 5+ 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.
• Strong analytical and advanced troubleshooting skills with end-users/customers.Strong customer service and communication skills, both verbal and written.
• Ability to multitask and work well in a fast-paced environment.
• Strong team player with the ability to work with minimal supervision and complete all tasks.
• 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.

• Strong networking knowledge and VoIP technology exposure
• Understanding of telecommunications architecture (PBX, Carriers, SIP and VoIP)
• Strong understanding of modern cloud contact centre solutions and CX applications
• Analytical, inquisitive, service & team-oriented, friendly demeanour, early adopter

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

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! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 10623
Reporting into: Manager, Customer Success
Role Type: Individual Contributor