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Senior Technical Account Manager

NiCEPhilippines - Manila
On-site Full-time

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Experience Level

Senior

Qualifications

To thrive in this role, candidates should possess:A strong background in account management and technical support. Proven experience in project management and client relationship building. Excellent communication skills, both verbal and written. A proactive approach to problem-solving and an ability to work collaboratively in cross-functional teams. A deep understanding of technical concepts and the ability to translate them into business value. Experience working with enterprise-level clients and a track record of achieving customer satisfaction.

About the job

At NiCE, we believe in pushing boundaries and embracing challenges. Our ambition drives us to innovate and succeed. We're looking for individuals who share our passion for excellence and who aspire to be part of a transformative journey in their careers.

What does this position entail?

The Senior Technical Account Manager will take the lead in account management, project execution, and technical problem-solving, setting the standard for success in the industry. This role plays a crucial part in exceeding client expectations, enhancing processes, and advancing company objectives through collaboration with various departments.

As a pivotal member of our team, you will address complex challenges and deliver unparalleled technical and customer service to our enterprise clients. By leveraging the expertise available within the company, you will guide strategic clients to overcome obstacles, maximize the use of our technology and services, and foster lasting loyalty.

How will your contributions make a difference?

  • Act as the primary liaison and advocate for designated enterprise accounts, guaranteeing successful contract execution, SLA compliance, and continuous client education.
  • Work closely with Sales and Sales Engineering to identify customer opportunities, mitigate risks, and ensure smooth implementations.
  • Build and sustain strong relationships with all levels of the customer’s organization, from operational staff to senior executives.
  • Gain insights into clients' business objectives and demonstrate how NiCE’s offerings drive ROI, positioning yourself as a trusted advisor.
  • Engage cross-functional teams to resolve technical issues, ensuring all challenges are addressed within SLA timelines, enhancing overall client satisfaction.
  • Oversee project coordination to align with strategic goals and ensure successful project completion, either directly or in partnership with Project Managers.
  • Utilize your extensive technical knowledge of NiCE products to implement solutions that expedite customer success.
  • Conduct regular service and technology reviews, maintaining clear and prompt communication with clients, and effectively managing escalated issues.
  • Provide coaching and mentoring, leading escalations, and contributing to the overall success of the team and organization by driving enhancements and sharing knowledge.
  • Identify opportunities for product and service improvements, contributing to strategic enterprise-level initiatives.

About NiCE

NiCE is at the forefront of innovation, challenging the status quo and redefining industry standards. Our commitment to excellence and our passion for customer success sets us apart in the market. Join us and be part of a team that aims to make a significant impact.

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