Tech Stack

Description

You will take ownership of customer relationships for key CX accounts, becoming their advocate within NiCE. You'll resolve complex technical challenges, ensure SLA compliance, and drive customer satisfaction and retention. Expect to partner with technical teams and act as a trusted advisor to help customers succeed with NiCE solutions.

Requirements

• 10 years in technical/service role in software, telecom, or customer service/contact center
• Demonstrated technical problem-solving proficiency
• Excellent analytical and advanced troubleshooting skills with end-users/customers
• Working technical knowledge of contact center software/design/functionality
• TCP/IP networking knowledge and VoIP technology exposure

Responsibilities

• Take ownership of customer relationship for key CX customers and advocate within NiCE
• Resolve complex technical and emotional high-stakes issues
• Hold regular discussions to review open issues and ensure solutions meet customer needs
• Ensure technical challenges and requests are handled within SLA targets by partnering with Support, Services, Product, and Engineering
• Accountable for customer satisfaction, retention, and referenceability