Strategic Technical Account Manager

Nice-0a1ef543; United States; Remote; USD 100,000 - 160,000; Full time

Job summary

NiCE is seeking a Technical Account Manager (TAM) to act as a trusted advisor, managing post-implementation support and strategic relationships across client units. This role ensures alignment with customer priorities and NICE objectives, handling critical issues, escalations, and proactive guidance to maximize value from NICE solutions.

You will interface between customers and NICE support, drive resolution, coach engineers, and represent customer requirements to product and RD teams.

Qualifications

• Proven ability to manage escalations and stakeholder communication.
• Strong organizational and communication skills.

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.
• 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.
• Lead Root Cause/Best Practice sessions with Customers and internally as required.

Job description

NiCE is seeking a Technical Account Manager (TAM) to act as a trusted advisor, managing post-implementation support and strategic relationships across client units. This role ensures alignment with customer priorities and NICE objectives, handling critical issues, escalations, and proactive guidance to maximize value from NICE solutions.

You will interface between customers and NICE support, drive resolution, coach engineers, and represent customer requirements to product and RD teams.