Senior Technical Account Manager

NICE

. Serve as a Customer Success leader for assigned Strategic accounts .

Posted 9/30/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success leadership, focusing on strategic account management, customer health improvement, and effective communication with stakeholders at all levels. Proficient in driving business outcomes through proactive engagement and cross-functional collaboration.

Highest-signal resume keywords

Customer Success Strategy DevelopmentEnterprise Account Relationship ManagementCross-Functional Team LeadershipCommunication and Presentation SkillsCX Product Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementProblem ResolutionCustomer Health ImprovementSLA ManagementStrategic Account PlanningExecutive Business ReviewsRenewal PlanningValue-Based Account ManagementTechnical Skill-SetRegulatory Compliance Support

Soft Skills

Effective CommunicationRelationship ManagementCoaching and MentoringConflict ResolutionTeam Goal Achievement

Tools & Technologies

CRM SystemContact Center TechnologiesCloud-Based SoftwareTelecommunicationsLAN/WAN

Certifications & Qualifications

Lean Six SigmaITILPMPTOGAFCisco

Industry Keywords

Customer ExperienceEnterprise AccountsBusiness OutcomesCustomer RetentionValue RealizationHIPAAPCISOXFISMA

Tech Stack

Tools & technologies

CloudPMP

About the role

Key responsibilities & impact

Serve as a Customer Success leader for assigned Strategic accounts
Drive business outcomes, solution adoption, customer health, retention, and long-term value realization
Act as a trusted advisor and executive partner, aligning customer objectives with internal resources
Proactively manage risk and drive accountability across cross-functional teams
Coordinate and mobilize appropriate organizational expertise rather than serving as the primary technical troubleshooter
Serve as the primary point of contact, professional advocate, and relationship manager for assigned strategic accounts
Ensure fulfillment of contract deliverables, SLA management, ongoing customer education, and product enhancement
Drive customer satisfaction, retention, referenceability, and return on investment
Develop relationships with contacts ranging from frontline contact center management to senior/executive leadership
Conduct regular strategic discussions, Service and Technology Reviews, Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning
Partner with Technical Support, Professional Services, Product Management, and other CX teams to resolve issues and requests within SLA targets
Facilitate triage and troubleshooting
Apply knowledge of CX products, associated technologies, and customer environments to identify needs and support innovation
Ensure communications, assignments, actions, and details are clear, timely, effective, and logged in the CRM system
Communicate professionally during emotionally charged and escalated situations, de-escalate issues, and build customer confidence
Create standardized, consistent processes and improve process inefficiencies and risks
Coach and mentor peers and contribute to knowledge creation and improvement
Prevent escalations, engage resources, and communicate effectively when escalations occur
Lead team goal achievement and set goals that improve individual and team effectiveness
Act as backup for managers or other Technical Account Managers as needed
Travel to customer sites and attend company meetings

Requirements

What you’ll need

Bachelor's degree (BS) in Business Management or related field or equivalent work experience required
5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment
Excellent Communication and Presentation skills with both C-Level and day-to-day operations stakeholders
Experience developing and executing Customer Success strategies for enterprise accounts
Demonstrated ability to improve customer health, adoption, GRR, and NRR through proactive engagement and value-based account management
Proven ability to lead cross-functional teams and drive accountability in matrixed organizations
Experience conducting Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning
Work largely during the customers' core business hours, with occasional extended hours as needed
Occasional on-call after-hours work may be required as needed by the customer
Ability to travel 20% of the time, visiting customer sites and attending company meetings
Superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts
Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.
Experience supporting customer regulatory requirements including but not limited to HIPPA, PCI, SOX, FISMA etc.
Industry Certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc. are preferred

Benefits

Comp & perks

Ability to work remotely in the USA
Opportunity to work for an innovation powerhouse recognized as a market leader in AI, cloud, and digital
Equal opportunity employment