Senior Technical Account Manager
AI summary
NiCE is hiring a Senior Technical Account Manager to lead customer success for strategic accounts in Uganda. The role focuses on driving business outcomes, solution adoption, retention, and long-term value realization while acting as a trusted advisor and coordinating internal expertise across the organization.
- Senior-level role requiring 5 years of experience
- Full-time position, Monday to Friday 8 to 5
- Focus on strategic account management and customer success
- Requires strong CX product knowledge and triage skills
- Based in Uganda with English language requirement
AI job guide
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AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required5+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, security, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Senior Technical Account Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to NiCE and the role in Not specified.
- Add concrete examples related to sales, security, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday Uganda; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- BrighterMonday Uganda
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
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Interview preparation
- What experience makes you a strong fit for this Senior Technical Account Manager role in sales, security?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research NiCE before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
- A
- Senior Technical Account Manager
- Alion
- Sales
- Yesterday
- New
- Full Time
- Advertising, Media & Communications
- Confidential
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Experience
- Level:
- Senior level
- Length:
- 5 years
- Language Requirement:
- English
- Working Hours:
- Full Time - 8 to 5
- Applicant
- Location:
- Uganda
- Job descriptions &
- required.
- Required
- 5+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment.
- Excellent Communication and Presentation skills with both C-Level and day-to-day operations stakeholders.
- developing and executing Customer Success strategies for enterprise accounts.
- Demonstrated ability to improve customer health, adoption, GRR, and NRR through proactive engagement and value-based account management.
- Proven ability to lead cross-functional teams and drive accountability in matrixed organizations.
- conducting Executive Business Reviews, Success Reviews, renewal planning, and strategic account planning.
- 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.
- Ability to travel 20% of the time, visiting customer sites and attending company meetings.
- supporting customer regulatory
Requirements
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.
Senior Technical Account Manager
The Senior Technical Account Manager serves as a Customer Success leader for assigned Strategic accounts, responsible for driving business outcomes, solution adoption, customer health, retention, and long-term value realization. Acting as a trusted advisor and executive partner, the Senior TAM aligns customer objectives with internal resources, proactively manages risk, drives accountability across cross-functional teams, and ensures customers achieve measurable success from their investment. While maintaining a strong understanding of the customer's environment and solutions, the Senior TAM's primary responsibility is to coordinate and mobilize the appropriate expertise across the organization rather than serving as the primary technical troubleshooter.
Major Functions/
including but not limited to HIPPA, PCI, SOX, FISMA etc.
Industry Certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, Cisco, etc.
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.
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Responsibilities
- Account Management
- Be the assigned Strategic account's primary point of contact and function as their professional advocate and relationship manager within CX, ensuring fulfillment of contract deliverable's, SLA management, ongoing customer
Education
and product enhancement.
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.
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).
Clear understanding of the assigned accounts' business goals and directions and drive return on investment with our products and services.
Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor (report progress on strategic direction, ensure that CX's solutions meet their needs, assess training needs, share best practices, consistently increase their success, etc.).
Partner with other CX teams (Technical Support, Professional Services, Product Management, etc.), to ensure that proper resources are engaged to resolve issues / requests properly and within SLA targets and customer outcome expectations.
Technical
Excellent triage and troubleshooting facilitation skills.
Demonstrate superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts.
Utilize a deep understanding of each customer's environment to identify customer needs and 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.
Communication
Arrange and conduct regular Service and Technology Reviews with proper customer and CX stakeholders.
Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and logged into the CRM system.
Tactfully, confidently and professionally communicate with all stakeholders, especially in emotionally-charged and escalated situations.
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 CXone.
Make and meet all commitments, building trust with customers and help others to do the same.
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.
Leadership
Provide coaching and mentoring to peers and exemplify consistent and high-value participation in knowledge creation and improvement.
Exemplify escalation prevention, resource engagement and communication when escalation occurs.
Lead the way in team goal achievement and set personal goals that increase effectiveness and success of yourself and the team.
Can act as a backup for managers or other Technical Account Managers as needed.
Required Education, Experience, And Specific Job Related Skills
Bachelor's degree (BS) in Business Management or related field or equivalent work
Preferred Qualifications
- Superior in-depth knowledge of CX products and associated technologies, especially those employed by assigned accounts.
- Technical skill-set, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.