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NICE Technical Account Manager 
United States, Georgia, Atlanta 
703172816

03.09.2024
  • Understand the full solution NICE & 3rdparty integrations for designated accounts
  • Analyze support activity and SR trends for the assigned account ensuring SLAs are met, CSAT is achieved and/or provide recommendations to close gaps- Facilitate Meetings
  • First point of escalation for designated accounts for support process issues not resolved by the standard process
  • Facilitate 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 Day 2 readiness and Success
  • Act as Back up for Support Managers as directed
  • Mentor and coach Engineers from a technical perspective
  • 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?

  • Possess excellent organizational and communication skills.
  • Strong ability to use facts and data to influence decisions
  • Ability to prioritize and make appropriate decisions.
  • Proven ability to meet deadlines and maintain quality standards.
  • Excellent problem-solving skills, strong customer service and interpersonal skills, plus a demonstrated ability to work with a diverse group of associates.
  • Ability to interact effectively with all levels of management and customers.
  • Ability to work with minimal guidance or supervision in a time critical environment.
  • Ability to be flexible and quickly adapt to changing business needs and processes.

Director, Technical Account Management
Individual Contributor