Principal Technical Account Manager

Services Kansas City, Kansas Job Number: 10245

Position at NICE inContact

Principal Technical Account Manager

Location: Kansas City, Missouri or Remote

The Principal Technical Account Manager is a seasoned account management, program/project management and technical resolution professional who is at the top of their field. They are unified with team members across the company in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. This key professional is responsible for resolving the most complex problems and providing excellent technical and customer service to one or more named enterprise-level accounts. Working with the most skilled resources across the company, he/she will help our most strategic and large customers 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. 

Major Functions/Responsibilities

Account Management

  1. Partner with Sales and Sales Engineering during the final stages of the sales process to understand the opportunity, mitigate early identified risks and ensure a successful implementation timeline with aligned inContact resources.
  2. Be the assigned enterprise account's single point of contact and function as their professional advocate and relationship manager within inContact, ensuring fulfillment of contract deliverable's, SLA management, ongoing customer education and product enhancement
  3. Develop 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)
  4. Clear understanding of the assigned accounts' business goals and directions and drive return on investment with our products and services
  5. Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor (report progress on strategic direction, understand their contact center and business, ensure that inContact's solutions meet their needs, assess training needs, share best practices, consistently increase their success, review project status, review and drive resolution of open issues, etc.)
    Partnering with other inContact employees and teams (Technical Support, Professional Services, Subject Matter Experts, Product Management, Engineering, etc.), ensure that proper resources are engaged to resolve all technical challenges/issues/cases/requests properly and within SLA targets
  6. Responsible for customer satisfaction, retention and reference ability for all assigned accounts and drives improvements that ensure we do this across our enterprise customer base
     
    Project Management

  7. Work with Project Managers to ensure that projects mesh well with the overall strategy and are implemented successfully
  8. Coordinate all projects to ensure that they are all synchronized and completed as agreed (some projects will be managed by the Principal Technical Account Manager, however if the project is too big and would distract them from their overall work, they will engage Project Manager to drive the project)

    Technical

  9. Excellent triage and advanced troubleshooting skills
  10. Demonstrate superior in-depth knowledge of inContact products and associated technologies, especially those employed by assigned accounts, with subject matter expertise in two or more technical areas
  11. Exemplary expertise and knowledge in telecommunications, contact center, and related technologies
  12. Utilize a deep understanding of each customer's environment to identify customer needs and implement solutions that will accelerate their success. 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
  13. Exemplify deep knowledge of competitive product lines, differentiators and industry trends through self-education and inContact's resources, and share that knowledge with co-workers

    Communication

  14. Arrange and conduct regular Service and Technology Reviews with proper customer and inContact stakeholders
  15. Develop and present compelling customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
  16. Contributes to enterprise-level product strategy and direction by participating with the Product and Practice Specialist team to communicate enhancements and issues to Product Management and Engineering
  17. Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM system
  18. Appropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, organization, progress and direction. This may be required for accounts other than those assigned to you
  19. Tactfully, confidently 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
  20. Communicate 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 inContact
  21. Make and meet all commitments, building trust with customers and help others to do the same
  22. 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
  23. Employ 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
  24. Provide high-value technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiency
  25. Engages with Sales on new opportunities to ensure proper communication and coordination
  26. Reviews all Statements of work and BRDs to ensure that everyone is aligned and that delivery/timing is achievable

    Leadership 

  27. Provide coaching and mentoring to peers and exemplify consistent and high-value participation in knowledge creation and improvement
  28. Assist the team by taking ownership of escalations from other accounts in your area of expertise, exemplifying the effective handling of difficult situations
  29. Exemplify escalation prevention, resource engagement and communication when escalation occurs
  30. Provide assistance and leadership in resolving complex issues across teams and throughout the company
  31. Develop and drive business cases that outline problems, impacts, proposed solutions and outcomes that help inContact improve our performance and success
  32. Present a professional image in communication, conduct, attitude and attire
  33. Exemplify professionalism and leadership with customers, and helps peers to develop the same level of expertise
  34. Professionally and tactfully teaches proper process and methods that ensure customer service excellence
  35. Lead the way in team goal achievement and set personal goals that increase effectiveness and success of yourself and the team
  36. Add value to the company by finding, recommending and leading important projects, tasks and initiatives that improve process, methods, tactics and success within the team and across inContact, with little management intervention. Participation in these activities does not detract from the service, value, and outcomes provided to assigned accounts
  37. Mentor TAMs at all levels and other peers as appropriate toward increased success
  38. Fill advanced technical and process training needs, and provide that training to others without prompting or requirement from leadership. The training improves others' effectiveness and efficiency
  39. Expert at turning failing or struggling accounts into successful accounts, and helping others in the team do the same
  40. Can act as a backup for managers or other Enterprise Account Managers/Senior TAMs as needed
  1. Follow the company Code of Ethics and inContact policies and procedures at all times.
  2. Communicate in an effective and professional way with customers in and outside of inContact.
Required Education, Experience, and Specific Job Related Skills:

Bachelor's degree (BS) in Business Management or related field or equivalent work experience required.

Experience Required

  • 10+ Customer account relationship management experience
  • 5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment including program, project or implementation management.
  • Excellent Communication and Presentation skills with both C-Level and day to day operations stakeholders
  • Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.
  • Professional judgment and business savvy that is respected by leaders, co-workers, customers and partners
  • Work in a matrix-reporting environment, where direction and advice is received from several leaders
  • Ability to capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving high-value knowledgebase content
  • Self-Motivated with the ability to prioritize, work well under pressure to meet deadlines, defuse customer issues and concerns
  • 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
  • Risk Identification/Risk mitigation skills – ability to identify, capture and mitigate risks
  • Ability to travel 30% of the time, visiting customer sites and attending company meetings.
  • Experience Preferred​
  • Superior in-depth knowledge of inContact products and associated technologies, especially those employed by assigned accounts
  • Global Delivery, Implementation and Account management
  • Experience supporting customer regulatory requirements including but not limited to HIPPA, PCI, SOX, FISMA etc.
  • Industry Certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.​

ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s No. 1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions. 

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.