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?