Principal Technical Account Manager

Principal Technical Account Manager

Australia - Sydney

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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.

      The key role of a Principal Technical Account Manager (TAM) is to act as a strategic advisor and primary point of contact for key customer accounts, ensuring they receive maximum value from NICE’s products and services. Core responsibilities will include:

• Building Strong Customer Relationships: Develop and maintain deep, long-term partnerships at all levels with customers, understanding their business needs, strategic goals, and challenges.
• Driving Customer Success: Focus on improving customer satisfaction, retention, and success by proactively identifying opportunities for improvement and expansion.
• Proactive Account Management: Regularly engage with customers to review performance, identify potential issues, provide leadership, own escalations, and propose solutions or optimizations that can improve efficiency, scalability, and outcomes.
• Strategic Advisory: Provide customers with strategic insights, best practices, product roadmap highlights and recommendations to help them achieve their business goals, guiding them on how to leverage new features, updates, and technology trends.
• Technical Expertise and Support: Provide in-depth technical guidance, troubleshooting, and solutions to complex issues. Serve as a subject matter expert on the NICE portfolio and focussed on supporting clients to optimize their use and performance.

As a Principal Technical Account Manager, you will also be expected to:

• Have a very strong background and understanding of modern cloud contact centres and their associated core applications.
• Assist assigned customers in preparation for go-live and build confidence with them as they begin using NICE products in their environment.
• Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development.
• Partner with other NICE CX employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolution.
• Create, own, and develop a Customer Success Plan for each customer that is focussed on ensuring key milestones and success criteria are delivered and value realisation is assured.
• Work largely during the customers' core business hours, with occasional extended hours as required to deliver planned activities.
• Plan and deliver all customer success / service delivery meetings with customers creating all content and providing in-depth analysis and management information and reports.
• Deliver product overviews, demonstrate new features, and provide appropriate coaching as required.
• Develop and mentor new members of the team and set high standards in all aspects of the role.
• Responsible for customer satisfaction, retention and referencability for all assigned accounts.

Have you got what it takes? 

• 10+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery.
• Demonstrated technical problem-solving proficiency.
• Excellent analytical and advanced troubleshooting skills with end-users/customers.
• Excellent customer service and communication skills, both verbal and written.
• Ability to multitask and work well in a fast-paced environment.
• Strong team player with the ability to work with minimal supervision and complete all tasks.
• Demonstrated experience in a fast-paced environment and meeting customer time constraints.
• Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.

You will have an advantage if you also have:

• Strong networking knowledge and VoIP technology exposure
• Understanding of telecommunications architecture (PBX, Carriers, SIP and VoIP)
• Strong understanding of modern cloud contact centre solutions and CX applications
• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

What’s in it for you?

Learn more about the Benefits at NICE

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!