NICE Director Technical Account Management 

United States, Texas, Richardson 

45606512

How will you make an impact?

• Developing plans and driving solutions while managing critical issues, problems and requests related to escalations and missed expectations.
• Facilitate problem resolution across NICE internal teams, driving actions, communication and RCA/Best Practices
• Communicate and advocate customer requirements and concerns to product management team R&D and other internal stakeholders.
• Analyzing support activity and SR trends for assigned accounts ensuring SLAs are met, CSAT is achieved and/or provide recommendations to close gaps. Meetings
• Monitoring and mentoring TAMs in regard to improving Internal/External Communication
• Working with Global TAM Director on performance management analysis and improvement along with objective setting for the year, KPIs measurement and performance.
• Working closely with peer Director, Technical Account Management, in other two regions. Ensuring strategies lessons learnt and knowledge are shared globally.
• Ensuring that Bi- weekly, Monthly /Quarterly reviews are held with Service/ Sales Directors for each Sub-Region for the teams allocated accounts

Have you got what it takes?

• 5+ years of experience in a technical service or service delivery environment.
• Possess excellent organizational and communication skills.
• Excellent problem-solving skills, strong customer service and interpersonal skills, plus a demonstrated ability to work with a diverse group of associates.
• Strong ability to use facts and data to influence decisions

You will have an advantage if you also have:

• Experience/knowledge of Nice solutions.
• Proven track record of managing performance, coaching team members.