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Technical Account Manager II

NICE Systems

This is a Full-time position in Salt Lake City, UT posted August 28, 2021.

Technical Account Manager IILocation: Remote near Utah, US After key NICE CXone customers have purchased and are implementing our products, the Technical Account Management (TAM) team takes ownership of the customer relationship and becomes their advocate within NICE CXone.

The Technical Account Manager (TAM) begins to engage with the customer before they go live on the contact center platform, and works closely with the customer from that point forward to ensure their success.

Our TAMs are seasoned account management and technical resolution professionals who are at the top of their field and are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives.

The TAM 2 is a very experienced TAM, responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts.

He/she will help them overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer.

The accounts assigned may include any of our paid service packages, where the services of an experienced TAM are expected.

TAM 2s are generally assigned customers with a top-level service package, have high complexity, are high-touch, or are enterprise-level.

Interaction with customers will be done via phone, email, chat and WebEx, with face to face meetings as necessary and/or appropriate.

Travel is more frequent than with other TAMs due to the higher level customers being served and the increased services offered with higher level service packages.

The TAM 2 will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.

As a Technical Account Manager II, a Typical Day Might Include the Following:Work largely during the customers’ core business hours, with occasional extended hours as neededOccasional on-call after-hours work may be required as needed by the customerAs their account management professional, be the assigned accounts’ single point of contact to our company, and engage resources across several teams as needed to resolve their issues and requestsDevelop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, know how NICE CXone’ solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisorExcellent triage and troubleshooting skills, teaching peers those same skills to improve their successPersonally resolve as many customer issues as possible while scheduling time for proactive activitiesPartnering with other NICE inContact 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 resolutionDemonstrate superior in depth knowledge of NICE CXone products and associated technologies, especially those employed by assigned accountsDemonstrate subject matter expertise in one or more technical areasDemonstrate expertise and maintain currency in telecommunications, contact center, and related technologiesGain a deep understanding of each customer’s environment, identify customer needs, propose solutions that will accelerate their successDemonstrate a working knowledge of competitive product lines, differentiators and industry trends through self-education and NICE CXone’s resourcesDevelop and present customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next stepsProvide training to accounts to ensure that they get the most out of their NICE CXone investmentCapture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledgebase contentProvide coaching to peers and demonstrate consistent and high-value participation in knowledge creation and improvementEnsure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM systemAppropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, organization, progress and directionConsistently and regularly update customer and account information, keeping it current in the CRM systemTactfully, confidently and professionally communicate 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.Communicate and work with customers in a way that they do not escalate and are confident that their issues and concerns are being properly represented and handled by NICE CXone.Assist the team by taking ownership of escalations in your area of expertise, exemplifying the effective handling of difficult situationsDevelop and drive business cases that outline problems, impacts, proposed solutions and outcomes that help NICE CXone improve our performance and successMake and meet all commitments, building trust with customers and help others to do the samePresent a professional image in communication, conduct, attitude and attireDemonstrates professionalism and leadership with customers, and helps peers to develop the same level of expertiseAccountable for all actions, and tactfully reinforce accountability across all employees and teams in the company for delivering to OLA and SLA.

Professionally and tactfully teaches proper process and methods that ensure customer service excellenceAssist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environmentResponsible for customer satisfaction, retention and reference-ability for all assigned accountParticipate in team goal achievement and set personal goals that increase effectiveness and successIdentify 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 developmentEmploys an assertive yet positive attitude in working with others to improve process issues that cause inefficiency, risk, missed targets, and frustration.Add value to the company by participating in projects, tasks and initiatives that improve process, methods, tactics and success within the team and across NICE CXone.

Participation in these things does not detract from the service, value, and outcomes provided to assigned accountsMentor Associate TAMs and other peers as appropriate toward increased successProvide technical and process training to others based on skills and expertise, which training improves others’ effectiveness and efficiencySuccessful at turning struggling accounts into successful accountsManage and document certain NICE inContact technical projects with each assigned account to ensure that they are successfulOccasional travel (up to 25%) required, visiting customer sitesPerform other tasks and duties as assigned or neededTo Land This Gig You’ll Need:Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required.6+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service deliveryDemonstrated technical problem solving proficiencyExcellent analytical and advanced troubleshooting skills with end-users/customersExcellent customer service and communication skills, both verbal and writtenAbility to multitask and work well in a fast-paced environmentProficient in Microsoft Office applicationsAble to work with little supervision and complete projectsWorking technical knowledge of contact center software/design/functionalityDemonstrated experience in a fast paced environment and meeting customer time constraintsImplementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.Bonus Experience: TCP/IP networking knowledge and VoIP technology exposureComprehensive knowledge of TCP/IP, telecom circuits from DS0 through OC-48Understanding of network topology and telecommunications architecture (PBX, Carriers and VoIP)Understanding of basic scripting fundamentalsSolid understanding of TCP/IP and internet fundamentalsExtensive software, telecommunications and IP TelephonyExperience using SIP signalingCompetent in database and SQL concepts and scriptingAnalytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

ABOUT NICE CXone: NICE CXone makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics.

NICE CXone provides the world’s #1 cloud customer experience platform, NICE CXone CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation.

NICE CXone is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.

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