Senior Technical Account Manager

The posting, as NICE wrote it

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Senior Technical Account Manager

Location: Remote, USA

So, what’s the role all about?

As a Senior Technical Account Manager (TAM) at NiCE, you will serve as a trusted technical advisor and advocate for some of our most complex CXone customers. You will begin engaging with customers prior to go-live and maintain ownership of the relationship throughout their journey, helping ensure they successfully adopt, optimize, and realize value from their CXone solutions.

You will combine strategic account management with advanced technical problem-solving, working closely with customers to understand their contact center environments, resolve complex challenges, prevent escalations, and identify opportunities to improve their overall experience. Internally, you will partner across Technical Support, Professional Services, Product Management, Engineering, Sales, and other teams to drive customer outcomes.

As a senior member of the TAM organization, you will also serve as a technical and customer-management leader, mentoring other TAMs, sharing best practices, and helping improve processes across the organization.

How will you make an impact?

• Serve as the primary point of contact and trusted advisor for assigned strategic and complex customer accounts.
• Build strong customer relationships through regular engagement focused on business objectives, technical environments, open issues, product usage, and opportunities for improvement.
• Lead customers through go-live preparation and help establish confidence and success as they transition into production.
• Take ownership of complex technical issues and customer escalations, coordinating resources across Technical Support, Professional Services, Product Management, Engineering, and other teams through resolution.
• Perform advanced troubleshooting and technical triage while helping customers navigate complex contact center and CXone environments.
• Ensure customer issues, cases, and requests progress appropriately and remain within established SLA and OLA expectations.
• Maintain a deep understanding of each customer's technical environment and business objectives to proactively identify needs, risks, and opportunities.
• Drive customer satisfaction, retention, adoption, and referenceability across assigned accounts.
• Develop and deliver customized customer presentations demonstrating product usage, realized value, achievements, opportunities, and recommended next steps.
• Provide technical and product training that enables customers to maximize the value of their NiCE CXone investment.
• Communicate confidently and professionally with technical, business, and executive stakeholders, including durin

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Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX model, which enables maximum flexibility: two days working from the office and three days of remote work each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation and new ideas.

For this remote position, work arrangements will be aligned with the requirements of the role and assigned customers.

About NiCE

NiCE is a global leader in AI-powered customer experience solutions, helping organizations of all sizes deliver extraordinary customer experiences, improve operational efficiency, and drive better business outcomes.

Known for innovation and a people-first culture, NiCE empowers organizations around the world through industry-leading technology while providing employees opportunities to learn, grow, and make an impact.

NiCE is an equal opportunity employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all qualified applicants and employees without regard to legally protected characteristics.
About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.