NICE Systems, Inc. Technical Account Manager II in Indianapolis, Indiana

Technical Account Manager II Location: Salt Lake City, UT or REMOTEAfter key NICE inContact customers have purchased and are implementing our products, the Technical Account Management (TAM) team takes ownership of the customer relationship and becomes their advocate within NICE inContact. The Technical Account Manager (TAM) begins to engage with the customer before they go live on the contact center platform, and works closely with the customer from that point forward to ensure their success.Our TAMs are seasoned account management and technical resolution professionals who are at the top of their field and are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. The TAM 2 is a very experienced TAM, responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. He/she will help them 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. The accounts assigned may include any of our paid service packages, where the services of an experienced TAM are expected. TAM 2s are generally assigned customers with a top-level service package, have high complexity, are high-touch, or are enterprise-level.Interaction with customers will be done via phone, email, chat and WebEx, with face to face meetings as necessary and/or appropriate. Travel is more frequent than with other TAMs due to the higher level customers being served and the increased services offered with higher level service packages. The TAM 2 will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.As a Technical Account Manager II, a Typical Day Might Include the Following:Work largely during the customers' core business hours, with occasional extended hours as neededOccasional on-call after-hours work may be required as needed by the customerAs their account management professional, be the assigned accounts' single point of contact to our company, and engage resources across several teams as needed to resolve their issues and requestsDevelop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their contact center and business, know how NICE inContact's solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisorExcellent triage and troubleshooting skills, teaching peers those same skills to improve their successPersonally resolve as many customer issues as possible while scheduling time for proactive activitiesPartnering with other NICE inContact employees and teams (technical support, professional services, product management, engineering, etc.), ensure that all technical challenges and other issues/cases/requests are being handled properly, are within SLA targets, and are progressing toward resolutionDemonstrate superior in depth knowledge of NICE inContact products and associated technologies, especially those employed by assigned accountsDemonstrate subject matter expertise in one or more technical areasDemonstrate expertise and maintain currency in telecommunications, contact center, and related technologiesGain a deep understanding of each customer's environment, identify customer needs, propose solutions that will accelerate their successDemonstrate a working knowledge of competitive product lines, differentiators and industry trends through self-education and NICE inContact's resourcesDevelop and present customized presentations to assigned accounts that both quantify and qualify product/service usage,