Technical Account Manager @NiCE

Overview

The Technical Account Manager (TAM) at NiCE is a trusted advisor for customers, providing both proactive and reactive post-implementation support to ensure alignment with customer priorities and business objectives. The TAM maintains strategic relationships and drives service excellence across designated accounts.

Key Responsibilities

• Understand the full solution NICE & 3rd party integrations for designated accounts.
• Analyze support activity and trends to ensure SLAs are met and provide recommendations to close gaps.
• Facilitate meetings and serve as the first point of escalation for support process issues.
• Drive problem resolution across internal teams and communicate actions, findings, and best practices.
• Establish relationships with Customer’s technical team and identify barriers to product adoption.
• Develop and maintain standard practices aligned with the Global TAM operating model.
• Oversee transition phases from Client Services to Customer Support.
• Act as backup for Support Managers as directed and mentor Engineers on technical aspects.
• Advocate for customer requirements to product management and lead Root Cause/Best Practice sessions.
• Be available for on-call responsibilities and occasional travel to customer sites.

Requirements

• Excellent organizational and communication skills.
• Strong ability to use data to influence decisions and ability to prioritize effectively.
• Proven ability to meet deadlines with quality standards.
• Excellent problem-solving and customer service skills.
• Ability to work with minimal guidance in a time-critical environment.
• Flexibility to adapt to changing business needs and processes.

Benefits

Join an ever-growing, market-disrupting global company with opportunities for learning and growth across multiple roles and disciplines.

Location

Remote - USA

How to Apply

Please follow the application instructions on the company career page.