NICE Senior Technical Account Manager 

Philippines, Manila 

50665204

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.​

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