Technical Account Manager

Summary

Join NICE, a global leader in software solutions, as a Technical Account Manager (TAM). As a trusted advisor, you will provide proactive and reactive post-implementation support to clients, ensuring alignment with their priorities and NICE's objectives. You will maintain strategic relationships across client business units, influencing tactical activities to drive service excellence. The role requires expertise in NICE solutions and a focus on maximizing their value for clients. You will serve as the primary interface between clients and NICE's support organizations, managing critical issues and escalations. This position involves collaboration with internal teams, problem resolution, and communication with clients' technical teams. On-call responsibilities and occasional travel may be required.

Requirements

• Possess excellent organizational and communication skills
• Strong ability to use facts and data to influence decisions
• Ability to prioritize and make appropriate decisions
• Proven ability to meet deadlines and maintain quality standards
• Excellent problem-solving skills, strong customer service and interpersonal skills, plus a demonstrated ability to work with a diverse group of associates
• Ability to interact effectively with all levels of management and customers
• Ability to work with minimal guidance or supervision in a time critical environment
• Ability to be flexible and quickly adapt to changing business needs and processes
• As a 24x7x365 organization, on-call responsibilities may be required as well as occasional travel to customer sites

Responsibilities

• Understand the full solution NICE & 3rd party integrations for designated accounts
• Analyze support activity and SR trends for the assigned account ensuring SLAs are met, CSAT is achieved and/or provide recommendations to close gaps- Facilitate Meetings
• First point of escalation for designated accounts for support process issues not resolved by the standard process
• Facilitate problem resolution across NICE internal teams, driving actions, communication and RCA/Best Practices
• Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel
• Identify barriers to product adoption and partner with appropriate NICE and Customer teams to optimize Customer success
• Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model
• Oversee transition phase from Client Services to Customer Support (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure Day 2 readiness and Success
• Act as Back up for Support Managers as directed
• Mentor and coach Engineers from a technical perspective
• Communicate and advocate customer requirements and concerns to product management team R&D and other internal stakeholders
• Lead Root Cause/Best Practice sessions with Customers and internally as required

Benefits

• Enjoy NICE-FLEX!
• At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week