Technical Account Manager jobs at Nice

You will play a crucial role by providing strategic technical guidance for the continuous monitoring and improvement in the Digital Evidence Management Transformation as well as providing technical best practices.

How will you make an impact?

• Translate customers’ technical business goals into long-term strategies that leverage NiCE’s
• Understand NiCE’s full solution and 3rdparty integrations for designated accounts
• Facilitate problem resolution across NiCE internal teams, driving actions, communication and RCA/Best Practices
• Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel.
• Identify technical barriers to product adoption and partner with appropriate NiCE and Customer teams to optimize the customer experience and success.
• Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model.
• Oversee transition phase from implementation to ongoing customer support and maintenance. (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure post implementation adoption and success.
• Communicate and advocate customer’s technical requirements and concerns to product management team R&D and other internal stakeholders
• Lead Root Cause/Best Practice sessions with Customers and internally as required
• As a 24x7x365 organization, on-call responsibilities may be required as well as occasional travel to customer sites.

Have you got what it takes?

• Minimum of 3 years of proven experience in a customer facing technical role, preferably in SaaS or cloud services.
• Outstanding communication skills, capable of engaging both technical and non-technical stakeholders.
• Ability to support large, complex agencies.
• Strong ability to use facts and data to influence decisions.
• A service-oriented mindset with a customer-first
• Ability to prioritize and make appropriate decisions.
• Proven ability to meet deadlines and maintain quality standards.
• Ability to interact effectively with all levels of management and customers.
• Ability to work with minimal guidance or supervision in a time-critical environment.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• Capable of creating. Interpreting, and acting oni reports, including summarizing detailed technical content for technical and non-technical audiences
• Experience with scripting in Linqpad, Powershell or similar
• Experience with basic querying of databases (Microsoft SQL) and Elastic Search
• Experience in data migration and/or transformation
• Knowledge of Entra ID single-sign-on, Windows and Azure server and client technology
• Knowledge in cloud platforms (AWS, Azure, GCP, APIs, and networking
• Ability to obtain security clearances (CJIS).
• Bachelors degree or Masters Degree is preferred

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational Ai solutions.
• Experience/knowledge of the public safety sector.

Reporting into:Director, Value Realization ServicesRole Type:Individual Contributor

Theis responsible for seeking identifying new sales opportunities, and building market share in their regions. This position is required to increase revenue streams within Enterprise and Commercial contact centers.

How will you make an impact?

• Responsible for achieving annual sales quota and personally negotiating Enterprise-wide agreements.
• Coordinate and lead all sales activities to achieve business goals.
• Ensure the proposed sales and solutions capitalize on NiCE CXone Mpower's strengths and can be implemented successfully.
• Establishing new strategic relationships while maintaining existing relationships and analyzing customer’s business situations to identify constraints and new opportunities due to technological advances.
• Develop and maintain high-level relations with ‘C’levels.
• Initiate, support, develop and monitor purchasing agreements between NiCE CXone Mpower and the customer.

Have you got what it takes?

• 5+ years of experience selling multiple software products (portfolio sales) and services into sophisticated accounts in a hunter-type of role.
• Minimum of 1-2 years selling AI Software Solutions
• Strong understanding of AI technology & its applications
• Superior relationship and client management skills that effectively build trust and credibly manage/resolve customer escalations.
• Collaborative approach to sales that includes working with multiple groups both internally and externally.
• Exceptional communication and presentation skills that build confidence and credibility with C and VP-level executives.
• Inherent self-sufficiency, flexibility and confidence with a preference for autonomy to take ownership and manage activities & processes to achieve revenue results.

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational Ai solutions.
• Experience/knowledge selling a full suite of SaaS products.

How will you make an impact?

• Responsible for achieving annual sales quota and personally negotiating Enterprise-wide agreements.
• Coordinate and lead all sales activities to achieve business goals.
• Ensure the proposed sales and solutions capitalize on NiCE CxOne's strengths and can be implemented successfully.
• Establishing new strategic relationships while maintaining existing relationships and analyzing customer’s business situations to identify constraints and new opportunities due to technological advances.
• Develop and maintain high-level relations with ‘C’levels.
• Initiate, support, develop and monitor purchasing agreements between NiCE CxOne and the customer.

Have you got what it takes?

• 5+ years of experience selling multiple software products (portfolio sales) and services into sophisticated accounts in a hunter-type of role.
• Minimum of 1-2 years selling AI Software Solutions
• Strong understanding of AI technology & its applications
• Collaborative approach to sales that includes working with multiple groups both internally and externally.
• Exceptional communication and presentation skills that build confidence and credibility with C and VP-level executives.
• Inherent self-sufficiency, flexibility and confidence with a preference for autonomy to take ownership and manage activities & processes to achieve revenue results.

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational Ai solutions.
• Experience/knowledge selling a full suite of SaaS products.

RVP of Sales
Individual Contributor

The Manager, Customer Success Management role is a Player/Coach role responsible for both managing a small portfolio of accounts and leading a team of Customer Success Managers. This is an ideal opportunity for someone looking to step into people management while continuing to contribute directly to customer success.

Leadership, Coaching and Mentoring

• Provide hands on coaching and mentoring to team members on strategies and tactical plans to achieve customer advocacy and trusted advisor status.

• Encourage continuous learning within the team by providing tools and resources that allows the team to grow their skills.

• Coach the team to be long term oriented with customer and constantly looking for opportunities to build loyalty by demonstrating value and bringing resources to bear.

• Advise the assigned team on very specific customer strategies on building loyalty, leading with value, filling while spaces and demonstrating the full use of solutions and services.

• Conduct weekly one on ones with CSM team and contribute/lead weekly team meetings.

• Manage the day-to-day operations, goal setting, performance management, and growth of the team.

Customer Success Manager

• Serving as the primary customer contact and advocate for the post-sales customer journey for identified accounts

• Building and executing an account specific relationship framework (executive sponsor, technical and operational leadership), inclusive of regularly scheduled status calls, quarterly business reviews, roadmap reviews and account planning sessions.

• Running regular, proactive meetings and other communications with each client. Keeps meticulous records, and is accountable for internal and external follow-through (leveraging resources and associated teams at NiCE)

• Accountable for driving customer adoption of Evidencentral as measured by consumption of services according to contracted amount, usage rates, and NPS/CSAT

• Driving customer adoption and consumption by educating customer on how to internally promote the use of Evidencentral, identifying and prioritizing critical use cases and applying critical features, driving expansion, then monitoring consumption usage

• Connecting the value realized by customers to the vision they embraced when NiCE solutions were selected through initial workshop/consulting engagements

• Leveraging internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.

• Identifying blockers for adoption and consumption and finds solutions by collaborating with clients and cross-functional Public Safety and Justice teams.

• Actively farms existing account base to identify upsell and cross-sell opportunities.

• Providing valuable account information and insight to sales team to fuel the sales engine, and to help refine go-to-market approach, thus influencing both upsales and new sales.

• Leading the renewal and expansion of subscription services for assigned accounts, works with sales through NiCE’s admin process

Have you got what it takes?

• Bachelor’s degree required

• 2+ years’ experience in account/client relationship management.

• 2-4 years of proven leadership experience, ideally in a team lead, supervisory, or management role, with a demonstrated ability to guide, develop, and support high-performing teams.

• User application training experience is desirable

• Operational process re-engineering experience is desirable

• Excellent organizational and multi-tasking skills, ability to remain calm under pressure and ‘think on one’s feet’

• Exceptional interpersonal, listening, written and verbal communication skills are a must.

• Exceptional presentation skills and ability to create organized and thoughtful presentations

• Ability to learn about technology solutions and be able to teach and inspire others on how to use the solution and get value from the solutions

• Ability to lead and motivate, develop clear and creative solutions and manage multiple initiatives simultaneously.

• Comfortable dealing with complex customer relationships, decision processes and competing agendas.

• Proven track record of successfully building and nurturing client relationships.

• Superior critical thinking, decision making and problem-solving skills.

• Ability to travel up to 25% within the US

Manager

How will you make an impact?

• Exemplify subject matter expertise in two or more technical areas
• Exemplify expertise and maintain currency in telecommunications, contact center, and related technologies

Have you got what it takes?

• 10 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
• Excellent analytical and advanced troubleshooting skills with end-users/customers
• Excellent customer service and communication skills, both verbal and written

You will have an advantage if you also have:

• Extensive software, telecommunications and IP Telephony
• Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, 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.​

How will you make an impact?

• Overall responsibility throughout the project lifecycle including Initiation, Data Acquisition, Configuration, Data Validation, UAT, Tuning and Deployment phases.
• Manage all project tasks including schedules, budgets, and resources, to ensure that quality solutions are delivered within time and cost constraints.
• Establish relationships and effectively communicate with key members of client team including business users and management personnel.
• Prepare project status reports and presentations to keep management, customers and others informed of the project status and issues.
• Develop, implement and maintain standard practices for client implementations aligned with the Essentials TAM operating model
• Communicate and advocate customer requirements and concerns to product management team, R&D and other internal stakeholders
• Create & manage project plans. Define project schedules, allocate resources and monitor progress.
• Get involved in project at high level for functional and technical aspects.
• Co-ordination of multiple projects amongst different internal teams and stake holders.
• Align project objectives with company goals, and make sure project team is clear on objective
• May require some travel to client sites – approximately 10%

Have you got what it takes?

• Possess excellent organizational and communication skills.
• Strong ability to use facts and data to influence decisions
• Ability to prioritize and make appropriate decisions.
• Proven ability to meet deadlines and maintain quality standards.
• Excellent problem-solving skills, strong customer service and interpersonal skills, plus a demonstrated ability to work with a diverse group of associates.
• Ability to interact effectively with all levels of management and customers.
• Ability to work with minimal guidance or supervision in a time critical environment.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• 5+ years of experience in service delivery environment and project management.
• BS Degree in computer science, engineering or work equivalence.

You will have an advantage if you also have:

• Experience/knowledge of Actimize solutions.

About Actimize

PS Manager
Individual Contributor

Financial Responsibilities:

• Ensure proper billing practices forNiCECX's technology partners; follow invoicing protocols based on contractual agreements
• Conduct periodic deep-dive audits (invoice/contracts)
• Engage necessary resource teams to fix any systemic problems (i.e. IT/Billing)
• Issue credits and/or adjustments to invoices as appropriate
• Check if any of the customer's product variances fluctuate high or low in billing
• Keep up to date on partner agreements and their customer contracts

Partner Management

• Be the assigned Partner's single point of contact and function as their professional advocate and relationship manager withinNiCECX, ensuring fulfillment of contract deliverables, SLA management, ongoing partner education and product enhancement
• Develop and maintain an effective and productive relationship with assigned partner(s) at all levels within their organization (from front-line contact center management through senior/executive leadership)
• Work withNiCECX Sales Support Team to play a role in smooth customer implementations by providing SI Partners assistance as directed and provide appropriate feedback to the greater sales team post turn up.
• Have a clear understanding of the assigned partners' business/support model and ensuring alignment is done to ensure success is seen by all parties
• Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor (report progress on strategic direction, understand their business model, ensure thatNiCECX's solutions meet their partners' needs, assess training needs, share best practices, consistently increase their success, review project status, review and drive resolution of open issues, etc.)
• Partner with otherNiCECX employees and teams (Technical Support, Professional Services, Subject Matter Experts, Product Management, Engineering, Technical Account Managers, etc.), to ensure that proper resources are engaged to resolve all technical challenges/issues/cases/requests properly and within SLA targets
• Responsible for partner satisfaction for all assigned partners and drive improvements that ensure we do this across our entire partner base
• Put in any partner related enhancements or IT requests
• Work with PSA to ensure that opportunities for the partners' customers are being processed
• Partner education on products, Arranging calls with product owners. Make sure the partner has the most up-to-date product information
• Check partner billing before invoices are released
• Point of contact forNiCECX employees for partner questions or direction
• Provide high-value technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiency
• Be actively involved in developing, administering and responding to partner and partner customer's satisfaction surveys on a regular basis.
• Employ an assertive yet positive attitude in working with others to create and improve standardized and consistent processes and to prevent inefficiency, risk, missed targets, and frustration
• Exemplify escalation prevention, resource engagement and communication when escalation occurs
• Professionally and tactfully teach proper processes and methods that ensure partner service excellence
• Be expert at turning failing or struggling partners accounts into successful accounts, and helping others in the team do the same
• Follow the company Code of Ethics andNiCECX policies and procedures at all times
• Communicate in an effective and professional way with partners in and outside ofNiCECX

• Be able to speak to the capabilities of theNiCECX Product Suite
• Assist with technical product configuration
• Assist with process, data and object modeling in various application
• Provide technical architecture leadership, analysis, design, development and enhancement
• Maintain expertise and currency in industry leading contact center technologies
• Exemplary expertise and knowledge in telecommunications, contact center, and related technologies
• Utilize a deep understanding of each partner's environment to identify partner needs and implement solutions that will accelerate their success
• Help others across the company understand how the partner is using our products, ensure that we use that understanding to continue to innovate and deliver best in class enterprise-level solutions and services
• Exemplify knowledge of competitive product lines, differentiators and industry trends through self-education andNiCECX's resources, and share that knowledge with co-workers
• Provide trainings/walk thru for the partner on tools within Central or other applications

Communication

• Keep partner up to date with information pertaining to their business, where applicable (Release Dates, CRs, KIs, etc.)
• Provide partner(s) with Word Version of release notes – 30 days in advance (or if specified different on the partner contract)
• Arrange and conduct regular Service and Technology Reviews with proper partner andNiCECX stakeholders
• Develop and present compelling customized presentations to assigned partners that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
• Contribute to enterprise-level product strategy and direction by participating with the Product and Practice Specialist team to communicate enhancements and issues to Product Management and Engineering
• Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA/OLA), and are logged
• Appropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, organization, progress and direction. This may be required for partners other than those assigned to incumbent
• Tactfully, confidently and professionally communicate with all stakeholders, especially in escalated situations, bringing people together with the common goal of resolving issues and accelerating the partner's success
• Communicate and work with partners in a way that builds confidence, de-escalates situations, and helps partners know that their issues and concerns are being properly represented and handled byNiCECX
• Make and meet all commitments, building trust with partners and help others to do the same
• Engages with Sales on new opportunities to ensure proper communication, coordination, and billing
• Upon request, work with internal teams to open and provide updates on a communication bridge with the partner(s) during the time of an "Event"
• Required Education, Experience, and Specific Job Related Skills

Education Requirement:

• ​Bachelor's degree (BS) in Business Management or related field or equivalent work experience required

Experience Requirements:

• 5+ years account relationship management experience
• 3+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment including program, project or implementation management.
• Excellent Communication and Presentation skills with both C-Level and day to day operations stakeholders
• Technical skillset, with problem resolution skills in Contact Center
• Professional judgment and business savvy that is respected by leaders, co-workers, customers and partners
• Ability to capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving high-value knowledgebase content
• Self-motivated with the ability to prioritize, work well under pressure to meet deadlines, defuse customer and/or partner issues and concerns
• Work largely during the partners' core business hours, with occasional extended hours as needed. Occasional on-call after-hours work may be required as needed by the customer
• Risk Identification/Risk mitigation skills – ability to identify, capture and mitigate risks
• Ability to travel approximately 30% of the time, visiting partner sites and attending company meetings

Experience Preferred:

• In-depth knowledge ofNiCECX products and associated technologies, especially those employed by assigned accounts