Associate Technical Account Manager

NICE inContact

Manila, Philippines

6d ago

The Associate TAM 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.

Interaction with customers will be done via phone, email, chat and WebEx, with face to face meetings as necessary and / or appropriate.

The Associate TAM will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.

As an Associate Technical Account Manager, a Typical Day Might Include the Following :

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

As their account management professional, be the assigned accounts' single point of contact to our company, and engage resources across several teams as needed to resolve their issues and requests

Develop an effective and productive relationship with assigned accounts, and hold regular discussions to review open issues, understand their business, determine ways to increase their success, and to share best practices

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 NICE inContact 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

Develop in depth knowledge of NICE inContact products and associated technologies, especially those employed by assigned accounts

Develop expertise and maintain currency in telecommunications, contact center, and related technologies

Gain a deep understanding of each customer's environment, identify customer needs, propose solutions that will accelerate their success

Become intimately familiar with a customer's contact center and business, know how NICE inContact's solutions meet their business needs, and become their trusted partner and advisor to improve their business success

Maintain a working knowledge of competitive product lines, differentiators and industry trends through self-education and NICE inContact's resources

Develop and present customized presentations to assigned accounts that both quantify and qualify product / service usage, realized benefits, achievements, opportunities and next steps

Provide training to accounts to ensure that they get the most out of their NICE inContact investment

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 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 NICE inContact

Make and meet commitments, building trust with customers

Present a professional image in communication, conduct, attitude and attire

Accountable for all actions, and 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 referenceability 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

Manage and document certain NICE inContact technical projects with each assigned account to ensure that they are successful

Occasional travel (up to 15%) required, visiting customer sites

To Land This Gig You'll Need :

Bachelor’s Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required.

2+ 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

Proficient in Microsoft Office applications

Able to work with little supervision and complete projects

Working technical knowledge of contact center software / design / functionality

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.

Business Optimization : deep skills around business analysis / call centers; experience in the KPIs and best practices of call centers and their operations.

Education & Enablement : professional and confident public presence; experience in commanding large audiences as a trainer and / or speaker.

Engineering Services : deep skills in specialized technical & functional areas; deeply technical expertise around software engineering, programming languages, integration, and / or databases.

Bonus Experience :

TCP / IP networking knowledge and VoIP technology exposure

Comprehensive knowledge of TCP / IP, telecom circuits from DS0 through OC-48

Understanding of network topology and telecommunications architecture (PBX, Carriers, and VoIP)

Understanding of basic scripting fundamentals

Solid understanding of TCP / IP and internet fundamentals

Extensive software, telecommunications, and IP Telephony

Experience using SIP signaling

Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter

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