Technical Account Manager

📋 Description

• Understand full NICE solutions and 3rd party integrations for accounts
• Analyze support activity and SR trends; ensure SLAs and CSAT goals
• First escalation point for designated accounts for unresolved issues
• Facilitate problem resolution across NICE teams; drive actions and RCA
• Establish relationships with key customer technical team members
• Identify barriers to product adoption; partner with NICE and Customer teams
• Develop, implement and maintain standard TAM practices
• Oversee transition from Client Services to Customer Support; Day 2 readiness
• Act as backup for Support Managers as directed
• Mentor and coach engineers from a technical perspective
• Communicate customer requirements to product management and R&D
• Lead root cause and best-practice sessions with customers
• On-call responsibilities may be required; travel to sites occasionally

🎯 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, strong customer service and interpersonal skills.
• 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.