{"id":1550822,"url":"https://alion.io/job/nice-senior-technical-account-manager-4","title":"Senior Technical Account Manager","company":{"id":6234,"name":"NICE","domain":"nice.com","url":"https://alion.io/company/nice","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":86,"open_postings":23,"ghost_share":0,"stale_share":0.348,"repost_share":0.043,"time_to_fill_p50_days":60,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":117000,"max_usd":220000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":407},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-30T16:33:40Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-13T06:05:05Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"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.\nSenior Technical Account Manager\nThe Senior Technical Account Manager serves as a Customer Success leader for assigned Strategic accounts, responsible for driving business outcomes, solution adoption, customer health, retention, and long-term value realization. Acting as a trusted advisor and executive partner, the Senior TAM aligns customer objectives with internal resources, proactively manages risk, drives accountability across cross-functional teams, and ensures customers achieve measurable success from their investment. While maintaining a strong understanding of the customer's environment and solutions, the Senior TAM's primary responsibility is to coordinate and mobilize the appropriate expertise across the organization rather than serving as the primary technical troubleshooter. \nMajor Functions/Responsibilities\nAccount Management\nBe the assigned Strategic account's primary point of contact and function as their professional advocate and relationship manager within CX, ensuring fulfillment of contract deliverable's, SLA management, ongoing customer education and product enhancement.\nResponsible for customer satisfaction, retention and reference ability for all assigned accounts and drives improvements that ensure we do this across our enterprise customer base.\nDevelop and maintain an effective and productive relationship with assigned account(s) at all levels within their organization (from front-line contact center management through senior/executive leadership).\nClear understanding of the assigned accounts' business goals and directions and drive return on investment with our products and services.\nHold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor (report progress on strategic direction, ensure that CX's solutions meet their needs, assess training needs, share best practices, consistently increase their success, etc.).\nPartner with other CX teams (Technical Support, Professional Services, Product Management, etc.), to ensure that proper resources are engaged to resolve issues / requests properly and within SLA targets and customer outcome expectations.\nTechnical\nExcellent triage and troubleshooting facilitation skills.\nDemonstrate superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts.\nUtilize a deep understanding of each customer's environment to identify customer needs and help others across the company understand how the customer is using our products, ensuring that we use that understanding to continue to innovate and deliver best in class enterprise-level solutions and services.\nCommunication\nArrange and conduct regular Service and Technology Reviews with proper customer and CX stakeholders.\nEnsure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and logged into the CRM system.\nTactfully, confidently and professionally communicate with all stakeholders, especially in emotionally-charged and escalated situations.\nCommunicate and work with customers in a way that builds confidence, de-escalates situations, and helps customers know that their issues and concerns are being properly represented and handled by CXone.\nMake and meet all commitments, building trust with customers and help others to do the same.\nEmploy an assertive yet positive attitude in working with others to create standardized and consistent processes and to improve process issues that cause inefficiency, risk, missed targets, and frustration.\nLeadership \nProvide coaching and mentoring to peers and exemplify consistent and high-value participation in knowledge creation and improvement.\nExemplify escalation prevention, resource engagement and communication when escalation occurs.\nLead the way in team goal achievement and set personal goals that increase effectiveness and success of yourself and the team.\nCan act as a backup for managers or other Technical Account Managers as needed.\nRequired Education, Experience, and Specific Job Related Skills:\nBachelor's degree (BS) in Business Management or related field or equivalent work experience required.\nExperience Required\n5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment.\nExcellent Communication and Presentation skills with both C-Level and day-to-day operations stakeholders.\nExperience developing and executing Customer Success strategies for enterprise accounts.\nDemonstrated ability to improve customer health, adoption, GRR, and NRR through proactive engagement and value-based account management.\nProven ability to lead cross-functional teams and drive accountability in matrixed organizations.\nExperience conducting Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning.\nWork 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.\nAbility to travel 20% of the time, visiting customer sites and attending company meetings.\nExperience Preferred\nSuperior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts.\nTechnical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.\nExperience supporting customer regulatory requirements including but not limited to HIPPA, PCI, SOX, FISMA etc.\nIndustry Certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.\n About NiCE\nNICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. \nKnown as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. \nNiCE is proud to be an equal opportunity employer. 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