Specialist Technical Account Manager, Actimize

So, what’s the role all about? 

The role of a Technical Account Manager Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their business, know how Actimize’s solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor

How will you make an impact?  

• Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their business, know how Actimize’s solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor
• Provide effective triage and troubleshooting assistance to assigned accounts on reported issues, and personally resolve as many issues as possible while scheduling time for proactive activities
• Partnering with other Actimize 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
• Capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledgebase content
• Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM system
• Consistently and regularly update customer and account information, keeping it current in the CRM system
• Tactfully, confidently and professionally communicate with all stakeholders, especially in emotionally-charged and escalated situations, bringing people together with the common goal of resolving issues and accelerating the customer's success
• Communicate and work with customers in a way that they do not escalate and are confident that their issues and concerns are being properly represented and handled by inContact
• Make and meet commitments, building trust with customers
• Present a professional image in communication, conduct, attitude and attire

Have you got what it takes?  

• 8+ years of Experience with leading IT / product-based companies
• Accountable for all actions, and tactfully reinforce accountability across all employees and teams in the company
• Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
• Responsible for customer satisfaction, retention and reference ability for all assigned accounts
• Participate in team goal achievement and set personal goals that increase effectiveness and success
• 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
• Participate in process improvement that will increase customer satisfaction and personal effectiveness
• Provide technical and process training to others based on skills and expertise
• Prioritize, assign, and manage department activities and projects in accordance with the department’s goals and objectives.
• Manage risk tracking process.
• Monitor and manage delivery scope .
• Prepare project status reports and presentations to keep management, customers and others informed of the project status and issues.
• Review project schedules, allocate resources and monitor progress.
• Get involved in project at high level for functional and technical aspects.
• Co-ordination amongst different internal teams and stake holders.
• Perform other tasks and duties as assigned or needed

 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: 5789
Reporting into: Director, Services and Support
Role Type: Management