job description
Join NICE Systems as a Senior Technical Account Manager and become the trusted advisor for our enterprise clients in the dynamic APAC region. In this pivotal role, you will bridge the gap between cutting-edge technology and business success, ensuring seamless adoption of our industry-leading solutions while driving customer satisfaction and long-term partnerships.
Based in the vibrant hub of Bali, Indonesia, you’ll collaborate with cross-functional teams to deliver technical excellence, resolve complex challenges, and align our innovations with client objectives. Your expertise in account management, project leadership, and technical problem-solving will be instrumental in fostering growth and retention in a high-impact, fast-paced environment.
If you thrive in a role that combines strategic thinking with hands-on technical engagement, this is your opportunity to shape the future of customer experience and operational efficiency for global enterprises.
Responsibility
- Client Success Leadership: Serve as the primary technical point of contact for enterprise accounts, ensuring alignment between client needs and NICE Systems’ solutions.
- Technical Advisory: Provide expert guidance on product implementation, integration, and optimization to maximize ROI for clients.
- Project Oversight: Manage end-to-end technical projects, from scoping to delivery, while mitigating risks and ensuring on-time, on-budget execution.
- Issue Resolution: Lead troubleshooting for complex technical challenges, coordinating with engineering and support teams to deliver swift, effective solutions.
- Relationship Building: Cultivate deep, trust-based relationships with key stakeholders, including C-level executives, to drive adoption and expansion.
- Product Advocacy: Act as the voice of the customer, gathering feedback to influence product roadmaps and enhancements.
- Training & Enablement: Conduct technical workshops and training sessions to empower client teams with best practices and advanced features.
- Performance Metrics: Monitor and report on KPIs such as system uptime, user adoption, and customer satisfaction to demonstrate value.
Qualifications
- Proven Experience: 5+ years in Technical Account Management, Customer Success, or Solutions Engineering within the ICT or SaaS industry.
- Technical Proficiency: Strong background in enterprise software, cloud solutions, or contact center technologies (e.g., AI, analytics, WFO).
- Project Management: Demonstrated ability to manage multiple high-priority projects with Agile/Scrum or Waterfall methodologies.
- Communication Skills: Exceptional verbal and written English skills, with the ability to translate technical concepts for non-technical audiences.
- Problem-Solving: Analytical mindset with a track record of resolving complex technical issues under pressure.
- Stakeholder Management: Experience engaging with C-suite executives and cross-functional teams in a global context.
- Certifications: Relevant certifications (e.g., ITIL, PMP, or vendor-specific) are a plus.
- Location Flexibility: Willingness to travel occasionally to client sites across APAC (post-pandemic).