Company Description:
We are One Sutherland
— a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.
NiCE employees are highly motivated, self-starters who thrive on achieving success after success for our customers. NICE’s products are technically sophisticated and quite complex, and they are leveraged by our customers to influence and improve employee performance. To be effective with NICE’s customers, our employees have to be technically knowledgeable and capable, yet at the same time naturally inquisitive and excited about the business value our customers are achieving. We pride ourselves on our professionalism, integrity, and ability to deliver real value to our customers. This is an exciting opportunity to play an important role in a very successful software company in a rapidly growing market.
Job Description:
Major Functions/Responsibilities
Account Management
- Serve as the primary point of contact for assigned enterprise accounts, maintaining accountability for contract deliverables, SLA compliance, customer education, and product enhancement initiatives
- Establish and maintain professional relationships with assigned account stakeholders across all organizational levels, from operational management through executive leadership
- Develop comprehensive understanding of assigned accounts' business objectives and drive measurable return on investment through our products and services
- Conduct regular strategic reviews that balance proactive and reactive engagement, positioning yourself as a trusted technical advisor; responsibilities include reporting on strategic initiatives, assessing contact center operations, validating solution alignment, identifying training requirements, communicating industry best practices, and tracking resolution of critical issues
- Coordinate with internal CX teams (Technical Support, Professional Services, Subject Matter Experts, Product Management, Engineering) to ensure appropriate resource allocation for technical challenges and adherence to SLA targets
- Maintain accountability for customer satisfaction, retention, and reference capability across all assigned accounts, implementing improvements that strengthen enterprise customer relationships
- Collaborate with Sales and Sales Engineering during final sales stages to assess opportunity viability, identify implementation risks, and ensure alignment of CX resources with project timelines
**Technical**
- Demonstrate advanced triage and troubleshooting capabilities with proven ability to resolve complex technical issues
- Maintain superior in-depth knowledge of CX products and associated technologies, with demonstrated subject matter expertise in two or more technical domains
- Possess exemplary expertise in telecommunications, contact center infrastructure, and related technologies
- Leverage detailed understanding of customer environments to identify requirements and implement solutions that accelerate customer success; communicate customer usage patterns across the organization to inform product innovation and enterprise-level solution development
- Maintain current knowledge of competitive product offerings, market differentiators, and industry trends; disseminate this knowledge to internal stakeholders
Communication
- Conduct and facilitate regular Service and Technology Reviews with appropriate customer and internal stakeholders
- Develop and deliver customized presentations to assigned accounts that quantify product and service utilization, realized benefits, achievements, and strategic opportunities
- Contribute to enterprise product strategy by engaging with Product and Practice Specialist teams to communicate technical enhancements and issues to Product Management and Engineering
- Lead meetings, calls, and discussions with appropriate authority and ownership, demonstrating organizational capability and progress tracking; extend this responsibility to accounts beyond those directly assigned as required
- Communicate professionally with all stakeholders in complex and escalated situations, maintaining focus on issue resolution and customer success
- Establish and maintain customer confidence through clear communication, issue representation, and transparent handling of concerns
- Honor all commitments to customers and internal stakeholders, establishing a standard of reliability and accountability
- Identify and formally recommend product and service improvements through established channels to drive enhancements and development initiatives
- Apply rigorous standards to process development and improvement, addressing inefficiencies, risks, and performance gaps
- Provide technical and process training to internal staff based on demonstrated expertise, improving organizational effectiveness and operational efficiency
- Maintain active coordination with Sales on new opportunities to ensure proper communication and resource alignment
Qualifications:
Required Experience
- Minimum 10 years of customer account relationship management experience
- Minimum 5 years of demonstrated success in Enterprise Account Relationship Management, specifically in roles such as Technical Account Manager, Customer Success Manager, or Service Delivery Manager
- Mastery of communication and presentation skills, with proven ability to engage effectively with C-level executives and operational stakeholders
- Advanced technical competency with demonstrated problem resolution expertise in Contact Center infrastructure, Telecommunications, LAN/WAN, Cloud-based Software, and Security technologies
- Established professional judgment and business acumen that commands respect among organizational leaders, colleagues, customers, and partners
- Proven capability to operate effectively within matrix-reporting structures, receiving direction and guidance from multiple senior leaders
- Demonstrated ability to systematically capture, document, and disseminate best practices and technical knowledge through the development and maintenance of comprehensive knowledgebase content
- Capacity to prioritize competing demands, perform effectively under pressure, meet critical deadlines, and resolve complex customer issues with professionalism
- Availability during customer core business hours, with flexibility for occasional extended hours and after-hours on-call support as required
- Advanced risk identification and mitigation capabilities, with demonstrated expertise in identifying, documenting, and implementing risk mitigation strategies
- Fluency in verbal and written Spanish and English; proficiency in Brazilian Portuguese is required
- Willingness to travel up to 10% of the time for customer site visits and company meetings
Preferred Experience
- Advanced technical knowledge of CX products and associated technologies, particularly those deployed by enterprise accounts
- Extensive experience in global delivery, implementation, and account management operations
- Demonstrated experience supporting customer regulatory compliance requirements, including but not limited to HIPAA, PCI, SOX, and FISMA standards
- Professional industry certifications such as Lean Six Sigma, ITIL, PMP, TOGAF, or Cisco certifications
Additional Information:
This is a Hybrid position (2 days at the office, 3 days at home) in our North Point Offices.
