Technical Account Manager

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. The Technical Account Manager (TAM) is a trusted advisor to NICE’s customers and will provide both proactive and reactive post-implementation support ensuring alignment with the Customer’s priorities and NICE’s business objectives. The TAM is responsible for maintaining a strategic relationship across all client business units influencing tactical activities to drive service excellence for designated accounts. The TAM is required to be a subject matter expert in the NICE Solutions deployed at their designated clients and ensure maximum value is achieved from the NICE solution. You will be the primary interface between the Customers and NICE’s support organizations while managing critical issues, problems and requests related to escalations and missed expectations. The TAM is an extension on the Support Management Team focused on escalation management, Technical Communication, driving resolution and technical best practices. How will you make an impact? Understand the full solution NICE & 3rd party integrations for designated accounts Analyze support activity and SR trends for the assig [... source excerpt omitted ...] itate 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 [... source excerpt omitted ...] erspective 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. Have you got what it takes? Act as Back up for Support Managers as directed - TAM's act more as a liaison between our customers and our internal teams, not necessarily a back-up. Mentor and coach Engineers from a technical perspective by taking part in training and developing customer subject matter experts on platform configurations, best practice