Senior Technical Account Manager
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.
Customer Success Manager (CSM) / Senior Technical Account Manager
So, what’s the role all about?
The Customer Success Manager (CSM) / Senior Technical Account Manager serves as the primary strategic advisor and advocate for a portfolio of enterprise customers. This role is responsible for driving customer outcomes, maximizing solution value, and building long-term executive relationships that support retention, growth, and customer success.
As a trusted partner, you'll work across Sales, Professional Services, Support, Product Management, Engineering, and Leadership teams to ensure successful solution adoption, resolve complex business and technical challenges, and identify opportunities to expand customer value. You'll combine strategic account leadership with technical expertise to help customers achieve their business goals while strengthening their partnership with NiCE.
How will you make an impact?
Customer Success & Strategic Leadership
Serve as the trusted advisor and primary point of contact for assigned enterprise customers
Develop relationships with executive, operational, and technical stakeholders
Understand customer business objectives and align success strategies to measurable outcomes
Lead Executive Business Reviews (EBRs), service reviews, and strategic planning sessions
Proactively identify risks and drive mitigation plans to protect customer success, retention, and satisfaction
Act as the voice of the customer across the organization
Account Management & Program Oversight
Develop and execute customer success plans aligned to business goals
Provide oversight across implementations, enhancements, support activities, and strategic initiatives
Coordinate cross-functional resources to ensure customer priorities are delivered effectively
Lead escalations and drive resolution of critical business and technical issues
Ensure alignment between customer expectations, contractual commitments, and delivered outcomes
Technical Advisory & Operational Excellence
Serve as a strategic technical advisor for complex customer environments
Partner with Support, Services, Product, and Engineering teams to address technical challenges and drive resolutions
Maintain expertise in contact center technologies, cloud platforms, telecommunications, networking, and security
Review implementation plans, business requirements, statements of work, and key deliverables
Drive adoption and operational best practices to maximize customer value
Growth & Value Realization
Partner with Sales and Account Executives to identify expansion and cross-sell opportunities
Promote adoption of additional NiCE solutions, services, training, and consulting offerings
Help customers measure business value, ROI, and realized outcomes
Support account planning, retention initiatives, and long-term growth strategies
Cross-Functional Leadership
Collaborate across Sales, Services, Support, Product Management, Engineering, Finance, and Leadership teams
Share best practices and contribute to customer success excellence across the organization
Participate in process improvement initiatives that enhance customer experience and operational effectiveness
Provide customer insights that influence product strategy, roadmap priorities, and service improvements
Have you got what it takes?
Required Experience
Bachelor's degree in Business, Technology, or related field, or equivalent experience
10+ years of customer-facing experience in Customer Success, Technical Account Management, Professional Services, Consulting, Account Management, or related fields
Experience managing enterprise customer relationships in complex technology environments
Proven ability to build executive-level relationships and influence stakeholders across all organizational levels
Experience leading customer escalations, risk management, and cross-functional coordination
Strong program and stakeholder management capabilities
Travel requested to support customer on site as needed
Technical Skills
Strong understanding of enterprise software, cloud technologies, and complex customer environments
Experience partnering with technical and business stakeholders to drive solution adoption and business outcomes
Ability to translate technical concepts into business value for executive audiences
Competencies
Executive presence and customer-first mindset
Strong communication, relationship management, and influencing skills
Ability to navigate complex organizations and drive alignment across multiple stakeholders
Strategic thinker with strong problem-solving and business acumen
Highly organized and effective in fast-paced, customer-centric environments
Preferred Qualifications
Experience with contact centers, CX, telecommunications, cloud, networking, or security technologies
Experience supporting global enterprise customers
Familiarity with regulated industries and compliance frameworks such as HIPAA, PCI, SOX, or FISMA
Experience with NiCE solutions including:
IEX Workforce Management (WFM)
Nexidia Interaction Analytics (NIA)
Performance Management (NPM)
NEVA / Advanced Process Automation (APA)
Engage Recording and Quality Management
This role reports into the Customer Success organization and partners closely with Sales, Professional Services, Product Management, Support, and Engineering to drive exceptional customer outcomes. About NiCE
NICE 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.
Known 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.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.