job description
Join NICE Systems, a global leader in cloud-based customer experience solutions, as a Senior Technical Account Manager and play a pivotal role in driving customer success from our vibrant Bali hub. This remote position offers the perfect blend of technical expertise and strategic account management, allowing you to work with cutting-edge technology while enjoying Bali's world-class lifestyle.
As a Senior Technical Account Manager, you will serve as the trusted advisor for our enterprise clients, ensuring seamless adoption of NICE's advanced solutions. You'll collaborate with cross-functional teams to resolve complex technical challenges, optimize system performance, and deliver measurable business value. This role is ideal for a seasoned professional who thrives in a dynamic, customer-centric environment and is passionate about leveraging technology to transform customer experiences.
NICE Systems offers a competitive compensation package, comprehensive benefits, and opportunities for professional growth. If you're a strategic thinker with a strong technical background and a passion for customer success, we'd love to hear from you. Join us in shaping the future of customer experience from the heart of Bali!
Responsibility
- Serve as the primary technical point of contact for assigned enterprise accounts, building strong relationships with key stakeholders.
- Develop and execute strategic account plans to drive customer adoption, satisfaction, and retention of NICE solutions.
- Collaborate with sales, product, and engineering teams to address customer needs and resolve complex technical issues.
- Lead technical workshops, training sessions, and webinars to educate customers on NICE products and best practices.
- Monitor and analyze customer usage data to identify opportunities for optimization and upsell/cross-sell.
- Manage project timelines, deliverables, and resources to ensure successful implementation and ongoing support.
- Act as a customer advocate within NICE, providing feedback to product teams to influence future enhancements.
- Prepare and present regular business reviews to demonstrate value and ROI of NICE solutions.
Qualifications
- Bachelor's degree in Computer Science, Engineering, Business, or a related field; MBA or advanced degree is a plus.
- Minimum of 5 years of experience in technical account management, customer success, or a similar role, preferably in the SaaS or enterprise software industry.
- Strong technical background with hands-on experience in cloud-based solutions, APIs, or contact center technologies.
- Proven track record of managing complex technical projects and driving customer success in a fast-paced environment.
- Excellent communication, presentation, and interpersonal skills, with the ability to engage effectively with C-level executives.
- Experience with CRM tools (e.g., Salesforce) and project management software (e.g., Jira, Asana).
- Certification in ITIL, PMP, or relevant technical certifications (e.g., AWS, Azure) is highly desirable.
- Ability to work remotely and manage time effectively in a distributed team environment.