Specialist Technical Account Manager, Actimize

So, what s the role all about?

The role of a Technical Account Manager Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their business, know how Actimize s solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor

How will you make an impact?

• Develop and maintain an effective and productive relationship with assigned accounts, hold regular discussions to review open issues, understand their business, know how Actimize s solutions meet their needs, share best practices, determine ways to increase their success, and become their trusted partner and advisor
• Provide effective triage and troubleshooting assistance to assigned accounts on reported issues, and personally resolve as many issues as possible while scheduling time for proactive activities
• Partnering with other Actimize 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 resolution
• Capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving knowledgebase content
• Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA), and are logged into the CRM system
• Consistently and regularly update customer and account information, keeping it current in the CRM system
• 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
• Communicate and work with customers in a way that they do not escalate and are confident that their issues and concerns are being properly represented and handled by inContact
• Make and meet commitments, building trust with customers
• Present a professional image in communication, conduct, attitude and attire

Have you got what it takes?

• 8+ years of Experience with leading IT / product-based companies
• Accountable for all actions, and tactfully reinforce accountability across all employees and teams in the company
• Assist assigned customers in preparation for go-live, and build confidence with them as they begin using our products in a live environment
• Responsible for customer satisfaction, retention and reference ability for all assigned accounts
• Participate in team goal achievement and set personal goals that increase effectiveness and success
• 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
• Participate in process improvement that will increase customer satisfaction and personal effectiveness
• Provide technical and process training to others based on skills and expertise
• Prioritize, assign, and manage department activities and projects in accordance with the department s goals and objectives.
• Manage risk tracking process.
• Monitor and manage delivery scope .
• Prepare project status reports and presentations to keep management, customers and others informed of the project status and issues.
• Review project schedules, allocate resources and monitor progress.
• Get involved in project at high level for functional and technical aspects.
• Co-ordination amongst different internal teams and stake holders.
• Perform other tasks and duties as assigned or needed

What s in it for you?

Enjoy NICE-FLEX!

Requisition ID: 5789
Reporting into: Director, Services and Support
Role Type: Management