Technical Account Manager Frankfurt Area jobs at Nice in Germany, Saarbrücken

The PSE Manager must be a self-motivated storyteller, with a proven track record in software sales and knowledge of technology. The PSE Manager must demonstrate a positive “can do” approach combined with the ability to eliminate sales obstacles through creative and adaptive approaches.
How will you make an impact?

• Manage your team to deliver exceptional experiences in front of customers, partners and prospects
• Motivate by example
• Deliver demonstrations that align the NiCE portfolio with the customer’s business challenges
• Identify all functional and technical challenges of assigned accounts
• Manage and interpret customer requirements and use astute questioning skills to understand, anticipate and exceed customer needs.
• Influence and educate clients that NiCE’s solution will best satisfy their needs in terms of ease of use, quality, benefit, and value.
• Lead in all technical aspects of the sales process.
• Assist with the definition and execution of successful proof of concepts (POC), where appropriate.
• Actively contribute to a team approach with account executives and overlay teams.
• Provide product feedback and suggestions to Product house.
• Able to promptly respond to functional and technical elements of RFIs/RFPs
• Professionally and independently conduct discovery conversations and needs analysis for both business and technical topics

Have you got what it takes?

• Prior Managerial experience in Software or Technology companies
• Exceptional presentation and demo capabilities
• Experience customizing and building the storyboard for demos and POC
• Demonstrated success in achieving strategic deal wins
• Ability to manage multiple, complex sales opportunities simultaneously
• Ability to communicate from C-level executives down to Agent/Front Line level employees
• Self-motivated, highly organized and team-oriented
• Strategic thinker with a strong technical aptitude
• Significant travel up to 75% at times
• Language skills: Fluent English & German, additional languages a plus
• Additional Valuable Skills:
• Contact centre technologies, Work Force Manager/Management, Talent/HR Management, CRM or Business Intelligence experience
• Certifications and knowledge of cloud technologies (AWS, Azure, Google)
• Hardware platforms & Virtualization
• Vertical market selling experience including Banking, Insurance, Telcos, Healthcare, Travel, and others
• Previous experience in multi-cultural environments

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!

• Requisition ID: 7514
• Reporting into:Director, Portfolio Solutions Engineering
• Role type: Manager

You will own a number of defined German target accounts with the responsibility to generate new customers in specific verticals. You will be committed to delivering value with the highest levels of customer satisfaction, will understand the business issues faced by their customers, and will help them find solutions while managing the full sales cycle.

How will you make an impact?

• Regularly close deals and build pipeline within or exceeding goals. Meets or exceeds assigned sales quota.
• Assist and support sales partners in sales efforts by participating in sales calls and closing efforts.
• Maintain product knowledge by attending continuous sales training.
• Attend industry events.
• Build and maintain relationships with potential and current customers and sales partners.
• Maintain a keen familiarity of CCaaS, Digital & AI competitors, especially strengths and weaknesses of each competitors' solutions.
• Be a trusted advisor to our customers by understanding their processes, requirements, and challenges.
• Engage customers in business, strategy, and ROI-based discussions to communicate how NICE can help deliver value by changing the relationship they have with their customers.

Have you got what it takes?

• You’re consultative by nature, and can identify the problems your customers have, while skillfully positioning your comprehensive digital arsenal to solve those problems.
• You have a proven track record of success as an Account Executive selling software & winning new business at Mid-Market Level.
• You’re a hunter – Comfortable managing the full sales cycle for NICE customers, from prospecting to close, through the consultative sales approach.
• You should have a multi-faceted background to succeed in this position including a deep understanding of the CCaaS market. Ideally this expertise would have been acquired in similar positions at other enterprise software companies or working within SI organizations while engaging closely with technology teams and customers.
• You’re motivated to exceed your quota & to chase the rewards on offer for successful Salespeople at NICE.

We have adopted a hybrid work model. For this role, you will be expected to work from home and travel to meet customers / partners / colleagues when required.

Director, Sales, DACH

Individual Contributor

How will you make an impact?

• Plan and schedule project timelines and milestones using appropriate tools and track deliverables
• Develop and deliver progress reports, proposals, requirements documentation, and presentations
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans
• Build, develop, and grow any business relationships vital to the success of the project
• Collect sign-off confirming the customer's agreement on project completion and "acceptance"
• Conduct project postmortems and create a recommendations report in order to identify successful and unsuccessful project elements
• Develop best practices and reusable tools for project execution and management

Have you got what it takes?

• ​Bachelor’s degree in business management or related field or related work experience required
• 6+ years’ experience in project management or technically relevant occupation
• Experience in SaaS, CCaaS or UCaaS industry
• Strong project management skills in planning and coordination for timely delivery
• Good understanding of principles, theories, practices and techniques for managing project workload and analysis needed for key deliverables
• Understanding of technology and software development cycle
• Resource management skills
• Risk management skills
• Organized and comfortable planning several months in advance​

You will have an advantage if you also have:

• PMI certification desired
• PRINCE II

You will be responsible for:

• 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.
• 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 centre 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.
• Personally resolve as many customer issues as possible while scheduling time for proactive activities.
• 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 subject matter expertise in one or more technical areas.
• 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.
• Provide training to accounts to ensure that they get the most out of their NICE CX investment.
• Capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledgebase content.
• Provide coaching to peers and demonstrate consistent and high-value participation in knowledge creation and improvement.
• Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM system.
• Appropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, organization, progress and direction.
• Consistently and regularly update customer and account information, keeping it current in the CRM system.
• Tactfully, confidently and professionally communicate with all stakeholders, especially in emotionally-charged and escalated situations, bringing people together with the common goal of resolving issues and accelerating the customer's success.
• Communicate and work with customers in a way that they do not escalate and are confident that their issues and concerns are being properly represented and handled by NICE CX.
• 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.
• Make and meet all commitments, building trust with customers and help others to do the same.
• Present a professional image in communication, conduct, attitude and attire.
• Demonstrates professionalism and leadership with customers, and helps peers to develop the same level of expertise.
• Accountable for all actions, and tactfully reinforce accountability across all employees and teams in the company for delivering to OLA and SLA. Professionally and tactfully teaches proper process and methods that ensure customer service excellence.
• Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment.
• Responsible for customer satisfaction, retention and reference-ability for all assigned account.
• Participate in team goal achievement and set personal goals that increase effectiveness and success.
• 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.
• Employs an assertive yet positive attitude in working with others to improve process issues that cause inefficiency, risk, missed targets, and frustration.
• Add value to the company by participating in projects, tasks and initiatives that improve process, methods, tactics and success within the team and across NICE CX. Participation in these things does not detract from the service, value, and outcomes provided to assigned accounts.
• Mentor Associate TAMs and other peers as appropriate toward increased success.
• Provide technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiency.
• Successful at turning struggling accounts into successful accounts.
• Manage and document certain NICE CX technical projects with each assigned account to ensure that they are successful.
• Occasional travel (up to 25%) required, visiting customer sites.
• Perform other tasks and duties as assigned or needed.
• Follow the company Code of Ethics and NICE CX policies and procedures at all times.
• Communicate in an effective and professional way with customers in and outside of NICE CX.

Have you got what it takes?

• 6+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery across EMEA.
• 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.

You will have an advantage if you also have:

• 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 signalling.
• Competent in database and SQL concepts and scripting.

Reporting into: Manager, Technical Account Management CX.

Role Type: Individual Contributor.