Strategic Technical Account Manager - Customer Success Lead

NiCE; United States; On-site; USD 90,000 - 140,000; Full time

Job summary

NiCE is seeking a Technical Account Manager (TAM) in the United States to serve as a trusted advisor for designated accounts, combining proactive and reactive post-implementation support. You will maintain strategic relationships across client business units, influence onboarding and service excellence, and ensure maximum value from NICE solutions.

You will interface between customers and NICE support, manage escalations, drive root-cause analyses, and mentor engineers while acting as a liaison

Qualifications

• Mentor and coach engineers from a technical perspective.
• 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.

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.

Skills

Mentor and coach engineers

Organizational skills

Data-driven decision making

Prioritization & decision making

Deadline & quality focus

Problem solving & customer service

Stakeholder communication

Cross-functional collaboration

Adaptability in time-critical env

Job description

NiCE is seeking a Technical Account Manager (TAM) in the United States to serve as a trusted advisor for designated accounts, combining proactive and reactive post-implementation support. You will maintain strategic relationships across client business units, influence onboarding and service excellence, and ensure maximum value from NICE solutions.

You will interface between customers and NICE support, manage escalations, drive root-cause analyses, and mentor engineers while acting as a liaison