Note: The job is a remote job and is open to candidates in USA. NiCE is a global software company providing solutions for customer experience, financial crime prevention, and public safety. The Technical Account Manager serves as a trusted advisor to customers, providing proactive and reactive post-implementation support, managing escalations, and ensuring customers achieve maximum value from NICE solutions. The role coordinates resolution across internal teams, drives technical best practices, and maintains strategic customer relationships.
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
- As a 24x7x365 organization, on-call responsibilities may be required as well as occasional travel to customer sites
- Act as Back up for Support Managers as directed - TAM's act more as a liaison between our customers and our internal teams, not necessarily a back-up
- Mentor and coach Engineers from a technical perspective by taking part in training and developing customer subject matter experts on platform configurations, best practices, etc
- 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
Skills
- 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
Benefits
- Remote work in the United States
- A chance to learn and grow
- Endless internal career opportunities across multiple roles, disciplines, domains, and locations
Company Overview
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