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 post-implementation support to clients, ensuring their success with NiCE solutions. You will maintain strategic relationships across client business units, driving service excellence. Leveraging your technical expertise, you will provide strategic guidance for continuous improvement in Digital Evidence Management Transformation. Your primary role is to ensure customer confidence in the reliable operation of their solution. This involves translating customer goals into long-term strategies, facilitating problem resolution, and identifying technical barriers to product adoption.

Requirements

• Minimum of 3 years of proven experience in a customer facing technical role, preferably in SaaS or cloud services
• Outstanding communication skills, capable of engaging both technical and non-technical stakeholders
• Ability to support large, complex agencies
• Strong ability to use facts and data to influence decisions
• A service-oriented mindset with a customer-first
• Ability to prioritize and make appropriate decisions
• Proven ability to meet deadlines and maintain quality standards
• 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
• Capable of creating. Interpreting, and acting oni reports, including summarizing detailed technical content for technical and non-technical audiences
• Experience with scripting in Linqpad, Powershell or similar
• Experience with basic querying of databases (Microsoft SQL) and Elastic Search
• Experience in data migration and/or transformation
• Knowledge of Entra ID single-sign-on, Windows and Azure server and client technology
• Knowledge in cloud platforms (AWS, Azure, GCP, APIs, and networking
• Ability to obtain security clearances (CJIS)
• As a 24x7x365 organization, on-call responsibilities may be required as well as occasional travel to customer sites

Responsibilities

• Translate customers’ technical business goals into long-term strategies that leverage NiCE’s
• Understand NiCE’s full solution and 3 rd party integrations for designated accounts
• 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 technical barriers to product adoption and partner with appropriate NiCE and Customer teams to optimize the customer experience and success
• Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model
• Oversee transition phase from implementation to ongoing customer support and maintenance.  (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure post implementation adoption and success
• Communicate and advocate customer’s technical 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

Preferred Qualifications

Bachelors degree or Masters Degree is preferred

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