Deskripsi Pekerjaan
Are you a seasoned Technical Account Management professional at the top of your field? NICE Systems, a global leader in cloud-based customer experience (CX) solutions, is seeking a passionate and strategic Technical Account Manager (TAM) to join our high-performing team in Manila City, Metro Manila. Our TAMs are trusted advisors who bridge the gap between technical excellence and business success, ensuring our enterprise clients unlock the full power of the NICE CXone platform.
In this critical client-facing role, you will own the post-sales relationship for a portfolio of strategic accounts. You will be the unified point of contact for technical inquiries, escalations, and strategic guidance. You will work closely with Customer Success, Engineering, Product, and Sales teams to drive product adoption, maximize return on investment (ROI), and foster long-term loyalty. This role is perfect for a technical resolution expert who thrives on solving complex problems, building executive relationships, and driving measurable business outcomes for some of the world's largest brands.
NICE Systems provides a comprehensive total rewards package. Our employees enjoy a competitive salary, performance bonuses, comprehensive health and wellness benefits, opportunities for continuous learning and certification, and a flexible, hybrid work environment based in our modern Manila City offices. You will be part of a global team of experts committed to your success and career growth.
As the world's leading cloud platform for powering self-service, assisted service, and workforce engagement, NICE is at the forefront of AI and digital transformation. This is your chance to work with cutting-edge technology and shape the future of customer experience. Join us and become the trusted technical leader our clients depend on.
Tanggung Jawab
- Serve as the primary technical point of contact and strategic advisor for a portfolio of high-value enterprise accounts, driving customer satisfaction, adoption, and retention.
- Lead technical onboarding, integration, and implementation projects, ensuring customers realize time-to-value from the NICE CXone platform.
- Conduct Quarterly Business Reviews (QBRs) and technical deep-dives with stakeholders to review platform performance, usage analytics, and strategic alignment.
- Proactively identify, manage, and resolve complex technical escalations by coordinating cross-functional teams (Support, Engineering, Product).
- Develop deep expertise in NICE products, contact center technologies, cloud infrastructure (AWS/Azure), and API integrations.
- Partner with Sales and Customer Success to identify expansion opportunities, manage renewals, and drive account growth.
- Create and deliver customized training sessions, best-practice documentation, and technical enablement materials for customer teams.
- Champion customer needs internally, translating feedback into actionable product enhancements and influencing the product roadmap.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
- 5+ years of experience in Technical Account Management, Customer Success, Solutions Architecture, or a related customer-facing technical role within the SaaS/Enterprise Software industry.
- Proven track record of managing and growing strategic enterprise accounts, with experience in the APAC/Philippines market.
- Strong technical acumen with hands-on experience in cloud platforms (AWS, Azure, GCP), APIs, web services (SOAP/REST), and networking concepts.
- Exceptional communication, presentation, and listening skills, with the ability to build relationships with C-level executives and technical teams alike.
- Excellent project management skills, with the ability to prioritize and manage multiple high-stakes customer engagements simultaneously.
- Highly analytical mindset, capable of using data to drive customer insights and strategic recommendations.
- Industry experience with Contact Centers, CRM (Salesforce, ServiceNow), Workforce Engagement Management (WEM), or AI/Conversational IVR is highly desirable. Relevant cloud or project management certifications are a plus.