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