Technical Account Manager (Customer Success Manager)

So, what’s the role all about?

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. 

As a Technical Account Manager (TAM), you own the customer relationship and success across an assigned portfolio of NiCE customers. You work closely with customer stakeholders to understand their business priorities, drive product adoption, demonstrate value, and protect long-term retention. You proactively manage account health, lead business reviews, identify risks and opportunities, and coordinate the right internal teams to resolve customer challenges. 

This is an account management role that requires strong customer and business acumen, ownership, and cross-functional leadership. Technical knowledge of contact center and CX solutions is an advantage, but the ability to manage accounts and deliver customer outcomes is essential

How will you make an impact?  

• Drive Customer and Business Success: Understand each customer’s business objectives, operational priorities, and challenges. Align NiCE solutions and services with their goals to maximize customer value and success. 
• Own Strategic Accounts and Drive Retention: Manage assigned accounts through structured account plans, regular business reviews, and proactive engagement. Monitor account health, identify risks and growth opportunities, and drive initiatives that strengthen relationships, adoption, and retention. 
• Build Strong Customer Relationships and Business Acumen: Establish trusted relationships with key stakeholders, from technical teams and business users to executive decision-makers. Understand customer business models, operational metrics, and success measures, translating customer needs into meaningful business outcomes. 
• Lead Customer Issues and Drive Resolution: Take ownership of customer concerns and escalations, coordinate the appropriate internal resources, maintain clear communication, and drive issues through resolution and follow-up. 
• Drive Adoption and Cross-Functional Execution: Partner with Sales, Support, Professional Services, Product, and other internal teams to deliver customer initiatives, promote best practices, increase product adoption, and maximize the value of customers’ NiCE solutions. 
• Champion Customer Advocacy and Continuous Improvement: Represent the voice of the customer by communicating feedback, identifying recurring challenges, and recommending improvements to products, services, and internal processes. 

How success is measured:

• Product adoption, utilization, and realization of value across the customer portfolio. 
• Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and measurable contribution to reducing churn. 
• Account health, early identification of risk, and successful execution of retention and recovery plans. 
• Quality and consistency of account plans, business reviews, and agreed customer action plans. 
• Customer satisfaction, Net Promoter Score (NPS), and overall customer sentiment. 
• Effective ownership of customer issues, timely resolution, and strong cross-functional execution. 

Have you got what it takes?

• 5+ years of experience in Customer Success, account management, Technical Account Management, or a similar customer-facing role, preferably in software, SaaS, telecommunications, or customer experience environments. 
• Proven experience managing a portfolio of customer accounts and building strong relationships with stakeholders at different organizational levels. 
• Demonstrated experience driving product adoption, increasing utilization, and realizing measurable customer value. 
• A proven track record of identifying churn risks, developing and executing retention or recovery strategies, and reducing customer churn. 
• Experience preparing and leading business reviews (QBRs/EBRs), developing account plans and success plans, and translating business objectives into actionable initiatives. 
• Strong understanding of customer and business performance metrics, including NRR, GRR, NPS, product adoption, and account health. 
• Demonstrated ability to collaborate cross-functionally with Sales, Technical Support, Professional Services, Product, and other internal stakeholders to drive customer outcomes. 
• A strong ownership mindset and accountability, with the ability to proactively identify issues, take initiative, drive actions to completion, and deliver results. 
• Experience managing customer concerns and escalations, influencing stakeholders, and driving issues through resolution. 
• Excellent written and verbal communication, presentation, stakeholder management, and influencing skills. 
• Strong organizational skills and the ability to prioritize competing customer and business needs. 

You will have an advantage if you also have:

• Knowledge of contact center, CCaaS, or customer experience (CX) technologies. 
• Familiarity with NiCE CXone or comparable platforms such as Genesys, Five9, Avaya, Cisco, or Talkdesk. 
• Understanding of contact center technologies such as ACD, IVR, CTI, omnichannel, workforce management (WFM), and quality management. 
• Exposure to telecommunications, SIP/VoIP, APIs, integrations, and connectivity. 
• Experience with technical troubleshooting, incident management, and root-cause analysis. 
• Familiarity with CRM, ticketing, and customer success platforms such as Salesforce, ServiceNow, Jira, and Gainsight. 
• Relevant technical, ITIL, project management, or Customer Success certifications. 
• Experience supporting customers across different time zones. 

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: 11382
Reporting into: Manager, Customer Success
Role Type: Individual Contributor