Technical Account Manager - Support Delivery | Remote/Hybrid

Sutherland; United States; Hybrid; USD 19,000 - 28,000; Full time

Benefits offered by this job

NICE-FLEX hybrid model

Global career opportunities

Job summary

NICE is seeking a Technical Account Manager - Support Delivery to act as a trusted advisor for NICE customers, managing post-implementation support and strategic relationships across client units. You’ll ensure maximum value from the NICE solution and interface between customers and NICE’s support teams during escalations and critical issues.

The role involves driving technical best practices, facilitating problem resolution, and mentoring engineers, with 24x7x365 on-call and occasional travel

Qualifications

• Strong organizational and communication skills are essential.
• Proven experience in IT management client-facing roles (TAM, Technical Support Manager, etc.).
• Background in technical support with value-adding perspective.
• Understanding of technical concepts and documentation.
• Ability to use data to influence decisions and meet deadlines.

Responsibilities

• Understand the full NICE solution and 3rd-party integrations for designated accounts.
• Analyze support activity and SR trends to ensure SLAs and CSAT targets.
• Serve as first escalation point for process issues.
• Coordinate cross-team resolution and RCA/best practices.
• Communicate with customer technical teams and management.

Skills

Organizational skills

Communication skills

Client-facing experience

IT management background

Data-driven decisions

Job description

NICE is seeking a Technical Account Manager - Support Delivery to act as a trusted advisor for NICE customers, managing post-implementation support and strategic relationships across client units. You’ll ensure maximum value from the NICE solution and interface between customers and NICE’s support teams during escalations and critical issues.

The role involves driving technical best practices, facilitating problem resolution, and mentoring engineers, with 24x7x365 on-call and occasional travel