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NICE Systems Principal Technical Account Manager - 13668 in Philadelphia, Pennsylvania

Principal Technical Account Manager - 13668DESCRIPTION/RESPONSIBILITIES:When Enterprise customers have purchased and are implementing NICE inContact products, the Technical Account Management (TAM) team takes ownership of the customer relationship and becomes their advocate within NICE inContact. Enterprise customers require on-target customer service and flawless execution. The Principal Technical Account Manager begins to engage with the customer during the sales process and engages fully when the sale is closed to ensure that their experience during implementation, go-live, and continued operations on the contact center platform is smooth and meets expectations. He/she works closely with the customer from that point forward to ensure their success and that they meet their objectives in using our products.The Principal Technical Account Manager is a seasoned account management, program/project management and technical resolution professional who is at the top of their field. They are unified with team members across the company in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. This key professional is responsible for resolving the most complex problems and providing excellent technical and customer service to one or more named enterprise-level accounts. Working with the most skilled resources across the company, he/she will help our most strategic and large customers 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.As a Principal Technical Account Manager, a Typical Day Might Include the Following:Account Management.and.nbsp;* Partner with Sales and Sales Engineering during the final stages of the sales process to understand the opportunity, mitigate early identified risks and ensure a successful implementation timeline with aligned NICE inContact resources..and.nbsp;* Be the assigned enterprise account.and.#39;s single point of contact and function as their professional advocate and relationship manager within NICE inContact, ensuring fulfillment of contract deliverables, SLA management, ongoing customer education and product enhancement.and.nbsp;* Develop and maintain an effective and productive relationship with assigned account(s) at all levels within their organization (from front-line contact center management through senior/executive leadership).and.nbsp;* Clear understanding of the assigned accounts.and.#39; business goals and directions and drive return on investment with our products and services.and.nbsp;* Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor (report progress on strategic direction, understand their contact center and business, ensure that NICE inContact.and.#39;s solutions meet their needs, assess training needs, share best practices, consistently increase their success, review project status, review and drive resolution of open issues, etc.).and.nbsp;* Partnering with other NICE inContact employees and teams (Technical Support, Professional Services, Subject Matter Experts, Product Management, Engineering, etc.), ensure that proper resources are engaged to resolve all technical challenges/issues/cases/requests properly and within SLA targets.and.nbsp;* Responsible for customer satisfaction, retention and referenceability for all assigned accounts and drives improvements that ensure we do this across our enterprise customer baseProject Management.and.nbsp;* Work with Project Managers to ensure that projects mesh well with the overall strategy and are implemented successfully.and.nbsp;* Coordinate all projects to ensure that they are all synchronized and completed as agreed (some projects will be managed by the Principal Technical Account Manager, however if the project is too big and would distract them from the