Technical Account Manager - Support Delivery
Core
Trusted advisor providing proactive and reactive post-implementation support, managing escalations, and ensuring alignment with customer priorities for NICE solutions.
Role type
Senior IC Technical Account Manager (Support Delivery)
Builds
Service excellence and maximum value from NICE solutions for designated enterprise accounts
Domain
Customer Support & Technical Account Management
Deliverable
client delivery
Required skills
Escalation management, SLA monitoring, Root cause analysis, Technical communication, Stakeholder management, Problem resolution, Customer success optimization, Documentation management, Mentoring engineers, Cross-functional collaboration
Preferred skills
IT management client-facing experience, Understanding of technical concepts and documentation, Data-driven decision making, Prioritization, Time-critical environment adaptability
Technologies
NICE Solutions, 3rd party integrations
Responsibilities
Manage critical issues and escalations for designated accounts; Analyze support activity and SR trends to ensure SLAs and CSAT; Facilitate problem resolution across internal teams; Establish relationships with customer technical teams; Identify barriers to product adoption; Oversee transition from Client Services to Customer Support; Mentor and coach engineers; Communicate customer requirements to R&D; Lead Root Cause/Best Practice sessions.
Seniority
Senior, hands-on IC
