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.
So, what’s the role all about?
The Associate Technical Account Manager is 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 will generally have purchased our Care Plus service package, which is the first offering in our suite of fee-based customer service packages. Accounts with higher-level service packages may be assigned as the Associate TAM's abilities allow.
How will you make an impact?
- Drive Client Success: Become a trusted advisor for key clients, resolving complex technical challenges and ensuring their success with NiCE products and services.
- Foster Strategic Relationships: Build strong, collaborative relationships with clients, fostering trust and long-term partnerships.
- Deliver Exceptional Service: Collaborate effectively across internal teams to provide clients with exceptional technical support and customer service.
- Technical Expertise: Leverage deep knowledge of NiCE products and technologies to troubleshoot client issues and optimize their solutions.
- Client-Centric Approach: Gain a comprehensive understanding of each client's business needs and identify opportunities to enhance their success with NiCE solutions.
- Communication & Knowledge Sharing: Develop and deliver impactful presentations showcasing client achievements and best practices. Train clients to maximize their investment in NiCE products and services.
- Continuous Improvement: Contribute to the development and improvement of NiCE products and services by identifying and recommending enhancements based on client feedback.
Have you got what it takes?
- Bachelor's degree in Computer Science, Business Information Systems, or a related field; or equivalent work experience.
- 3 years of experience in a technical or service role within software, telecommunications, customer service, call/contact centers, or service delivery.
- Demonstrated proficiency in technical problem-solving, including strong analytical and advanced troubleshooting skills.
- Excellent customer service and communication skills, with fluency in both written and verbal communication.
- Ability to multitask effectively and thrive in a fast-paced environment.
- Working knowledge of contact center software design and functionality, with a strong understanding of technical concepts.
- You will have an advantage if you also have:
- Experience/knowledge in Telecom, Connectivity, Programming – Integrations, Software/Systems/Applications
You will have an advantage if you also have:
- Experience/knowledge in Telecom, Connectivity, Programming – Integrations, Software/Systems/Applications
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
Enjoy NiCE-FLEX!
At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.
Requisition ID: 11975
Reporting into: Manager, Customer Success
Role Type: Individual Contributor
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.
Skills Required
- Bachelor's degree in Computer Science, Business Information Systems, or a related field, or equivalent work experience
- Three years of experience in a technical or service role within software, telecommunications, customer service, contact centers, or service delivery
- Proficiency in technical problem-solving, including strong analytical and advanced troubleshooting skills
- Excellent written and verbal communication and customer service skills
- Ability to multitask effectively and thrive in a fast-paced environment
- Working knowledge of contact center software design and functionality
- Strong understanding of technical concepts
- Experience or knowledge in telecommunications, connectivity, programming integrations, software, systems, or applications
NICE Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NICE and has not been reviewed or approved by NICE.
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Healthcare Strength — Benefits are described as broad and comprehensive, spanning medical, dental, vision, life, disability, and mental-health support. Added programs like FSA options and fitness stipends contribute to a well-rounded health and wellness offering.
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Retirement Support — A 401(k) is part of the package, sometimes paired with match details that are described as typical to stronger depending on role and time period. Employee stock participation is also positioned as an additional long-term wealth-building component for eligible roles.
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Flexible Benefits — Flexible work arrangements are emphasized, including hybrid setups and remote options for some roles. Flex scheduling, paid holidays, and paid sick time add to the perceived flexibility of the overall rewards package.
NICE Insights
What We Do
NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
