Strategic Technical Account Lead

NiCE; United States; On-site; USD 110,000 - 160,000; Full time

Job summary

NiCE is seeking a Technical Account Manager (TAM) to act as the trusted advisor for customers, overseeing post-implementation support and ensuring alignment with customer priorities and NICE business objectives. You will maintain strategic relationships across client units, manage escalations, and be a subject matter expert on NICE solutions deployed at designated accounts.

You will interface between customers and NICE’s support teams, handling critical issues and ensuring day-2 readiness with

Qualifications

• Act as the primary interface between customers and NICE’s support organizations.
• Manage escalations, critical issues and requests related to service delivery.
• Provide subject matter expertise on NICE solutions deployed at client sites.

Responsibilities

• Understand full NICE and 3rd party integrations for designated accounts.
• Analyze support activity and SR trends to meet SLAs and CSAT.
• Lead root-cause analysis and sharing best practices with customers and internal teams.
• Mentor engineers from a technical perspective and drive technical communications.

Skills

Customer relationship management

Escalation handling

Technical communication

Cross-functional collaboration

Job description

NiCE is seeking a Technical Account Manager (TAM) to act as the trusted advisor for customers, overseeing post-implementation support and ensuring alignment with customer priorities and NICE business objectives. You will maintain strategic relationships across client units, manage escalations, and be a subject matter expert on NICE solutions deployed at designated accounts.

You will interface between customers and NICE’s support teams, handling critical issues and ensuring day-2 readiness with