Technical Account Manager
Core
Trusted advisor providing proactive and reactive post-implementation support, ensuring alignment with customer priorities and driving service excellence for designated accounts.
Role type
Senior Technical Account Manager (Customer Success)
Builds
Strategic relationships across client business units to maximize value from NICE solutions and ensure Day 2 readiness.
Domain
Customer Experience (CX) / Contact Center / Financial Crime / Public Safety
Deliverable
client delivery
Required skills
Escalation management, Root cause analysis, Technical communication, SLA monitoring, Customer success optimization, Stakeholder management, On-call support, Mentoring engineers
Preferred skills
Subject matter expertise in NICE Solutions, 3rd party integrations, Data analysis for support trends, Cross-functional collaboration
Technologies
NICE Solutions, 3rd party integrations, Internal support tools
Responsibilities
Act as first point of escalation for support process issues; Facilitate problem resolution across internal teams; Analyze support activity and SR trends to ensure SLAs and CSAT; Identify barriers to product adoption; Oversee transition from Client Services to Customer Support; Mentor and coach engineers; Communicate customer requirements to product management; Lead Root Cause/Best Practice sessions.
Seniority
Senior, hands-on IC with mentorship responsibilities
