Deskripsi Pekerjaan
Drive Customer Success in a High-Impact Technical Leadership Role
NICE Systems, a global leader in cloud contact center software and CX innovation, is seeking a seasoned Technical Account Manager (TAM) to join our high-performing team in Manila City, Metro Manila. This is a unique opportunity to partner with strategic enterprise clients, ensuring they achieve maximum value from their NICE investments.
As a TAM, you will act as the trusted technical advisor and strategic advocate for your portfolio. You will bridge business objectives with technical execution, driving adoption, mitigating risks, and fostering long-term loyalty. Your expertise will guide clients through complex cloud environments, optimize their contact centers, and unlock new levels of performance. You will lead complex escalations, perform root cause analysis, and oversee critical onboarding and implementation projects.
We value innovation, collaboration, and a relentless focus on customer outcomes. You will work alongside world-class engineers, product managers, and sales professionals passionate about redefining customer experience. We offer a competitive compensation package (PHP 150,000 - 200,000 per month), comprehensive benefits, and a culture that rewards initiative and excellence. Our Manila office is a hub of top talent, and we are deeply committed to your professional growth and development.
If you are a relationship-driven technical leader who thrives on solving complex problems and delivering measurable business impact, we encourage you to apply. Join us in shaping the future of customer experience in the Philippines and beyond.
Tanggung Jawab
- Serve as the primary technical liaison and trusted advisor for a portfolio of high-value strategic enterprise accounts.
- Drive product adoption, customer health, and value realization through proactive engagement and structured success plans.
- Lead technical discussions, solution reviews, and quarterly business reviews (QBRs) to align platform capabilities with evolving client needs.
- Proactively identify and manage technical risks and escalations, coordinating internal support, engineering, and product teams to ensure swift resolution.
- Provide expert guidance on integrations, APIs, and best practices for deploying and optimizing NICE solutions in cloud and hybrid environments.
- Advocate for customer needs internally, influencing product roadmaps and feature prioritization based on real-world feedback.
- Collaborate with the Sales team to identify growth opportunities, support renewals, and drive expansion within existing accounts.
- Create and maintain comprehensive technical documentation, knowledge base articles, and best practice guides for internal and external stakeholders.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
- 5+ years of progressive experience in a client-facing technical role (Technical Account Manager, Solutions Engineer, Customer Success Engineer, or similar).
- Deep understanding of contact center technologies (IVR, ACD, WFO, CRM integrations) and the SaaS/PaaS ecosystem.
- Strong working knowledge of cloud platforms (AWS, Azure, or GCP), networking principles, and API architectures (REST, SOAP).
- Demonstrated ability to manage multiple complex accounts simultaneously while maintaining a high level of attention to detail.
- Excellent verbal and written communication skills in English, with the ability to present technical concepts to C-level executives.
- Proven track record of reducing churn, driving adoption, and expanding revenue within an enterprise account base.
- Relevant certifications (e.g., ITIL, PMP, AWS Solutions Architect, NICE Certifications) are highly advantageous.