Technical Account Manager - Support Delivery
Core
Trusted advisor and primary interface for post-implementation support, escalation management, and driving service excellence for designated enterprise accounts.
Role type
Senior Technical Account Manager (Support Delivery)
Builds
Service excellence and customer success for NICE solutions and 3rd party integrations
Domain
Enterprise software support and digital transformation
Required skills
IT management client-facing experience, technical support background, escalation management, root cause analysis, stakeholder communication, SLA/CSAT monitoring, technical documentation, problem-solving
Preferred skills
Mentoring engineers, adapting to changing business needs, working in time-critical environments
Technologies
NICE Solutions, 3rd party integrations, AI-based technologies, Cloud Engineering, Advanced Analytics
Responsibilities
Manage critical issues and escalations, analyze support activity trends, facilitate problem resolution across internal teams, establish relationships with customer technical teams, oversee transition from Client Services to Support, mentor engineers, advocate customer requirements to R&D, lead root cause sessions
Seniority
Senior, hands-on IC with mentorship responsibilities
