Senior Technical Account Manager (Senior Customer Success Manager)

So, what’s the role all about?

The Senior Technical Account Manager, CX is an expert in account management, program/project management, and technical resolution, excelling at the highest levels in the field. This role is integral to exceeding customer expectations, enhancing processes and technology, and driving company growth, in close collaboration with cross-functional teams.

This key professional tackles the most complex challenges and delivers exceptional technical and customer service to enterprise-level accounts. By partnering with top resources across the company, they empower strategic and large customers to navigate issues, leverage our technology and services for business success, increase product adoption, serve as references for prospective clients, and foster long-term loyalty.

How will you make an impact?

• Serve as the primary contact and advocate for assigned enterprise accounts, ensuring successful contract fulfillment, SLA management, and ongoing customer education.
• Collaborate with Sales and Sales Engineering to align on customer opportunities, mitigate risks, and ensure successful implementation with the right resources.
• Cultivate and maintain productive relationships across all levels of the customer’s organization, from front-line management to senior leadership.
• Understand customers’ business goals and drive ROI with NiCE’s products and services, becoming a trusted partner and advisor.
• Engage cross-functional teams to resolve technical challenges, ensuring all issues are addressed within SLA targets, improving overall customer satisfaction.
• Coordinate and synchronize projects to ensure alignment with overall strategy and successful completion, either personally managing or partnering with Project Managers.
• Leverage deep technical knowledge of NiCE products and associated technologies to implement solutions that accelerate customer success.
• Conduct regular service and technology reviews, ensuring clear, timely communication with customers, and effectively manage escalated situations.
• Provide coaching, mentoring, and lead escalations, contributing to team and company-wide success by driving improvements and sharing expertise.
• Identify and recommend product and service enhancements, contribute to enterprise-level strategies, and lead initiatives that improve processes and customer outcomes.

Have you got what it takes?

• Bachelor’s degree in Business Management or related field, or equivalent work experience.
• 10+ years in customer account relationship management.
• 5+ years of successful Enterprise Account Management in presales or post-sales, including program or project management.
• Strong communication and presentation skills with both C-level and operational stakeholders.
• Technical expertise in Contact Center, Telecommunications, Cloud-based Software, and Security, with strong problem-resolution skills.
• Professional judgment, business acumen, and ability to work in a matrix-reporting environment.
• Self-motivated, capable of prioritizing, meeting deadlines, and handling customer issues under pressure.
• Experience in risk identification and mitigation, with the ability to share best practices through knowledge-based content creation.

You will have an advantage if you also have:

• In-depth knowledge of NiCE products and technologies, especially those used by assigned accounts.
• Expertise in global delivery, implementation, and account management.
• Experience supporting regulatory requirements (HIPAA, PCI, SOX, FISMA, etc.).
• Industry certifications like Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.

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.​

What’s in it for you?

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!

Enjoy NiCE-FLEX!

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: 9591
Reporting into: Manager, Customer Success
Role Type: Individual Contributor