NICE Senior Technical Account Manager 

United Arab Emirates 

701758813

How will you make an impact?

• Work largely during the customers' core business hours, with occasional extended hours and on-call after-hours work as needed by the customer, being the single point of contact to our company for the assigned accounts, engaging resources across several teams as needed to resolve their issue and requests
• 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
• Developing and maintaining an effective and productive relationship with assigned accounts, holding regular discussions to review open issues, understanding their contact center and business, knowing how NICE CX's solutions increase their success, and become their trusted partner and advisor
• Excellent triage and troubleshooting skills, teaching and mentoring peers those same skills to improve their success
• Capturing common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledgebase content
• Demonstrating superior in-depth knowledge of NICE CX products and associated technologies, especially those employed by assigned accounts, maintaining subject matter expertise, maintaining currency in telecommunications, contact center, and related technologies, and demonstrating working knowledge of competitive product lines, differentiators and industry trends through self-education and NICE CX's resources
• Developing and presenting customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
• Consistently and regularly updating customer and account information, all communication, interactions, assignments, details and actions, keeping it clear, effective, timely and current, in the CRM system
• Communicating tactfully, confidently and professionally 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
• Being accountable for all actions, and tactfully reinforcing accountability across all employees and teams in the company for delivering to OLA and SLA
• Being responsible for customer satisfaction, retention and referenceability for all assigned accounts
• Participating in team goal achievement and set personal goals that increase effectiveness and success
• Identifying 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, proposing solutions that help NICE CX improve our performance and success
• Employing an assertive yet positive attitude in working with others to improve process issues that cause inefficiency, risk, missed targets, and frustration
• Adding 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
• Demonstrate success at turning struggling accounts into successful accounts
• Occasional travel (up to 25%) required, visiting customer sites

Have you got what it takes?

• BS in Computer Science, Business Information Systems or similar field or equivalent work experience required
• 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
• 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)
• Extensive software, telecommunications and IP Telephony
• Experience using SIP signaling
• Competent in database and SQL concepts and scripting
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter
• Superior in-depth knowledge of CXone products and associated technologies, especially those employed by assigned accounts
• 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.

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