Technical Account Manager
| Company | NICE |
|---|---|
| Location | Atlanta, GA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- 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.
Responsibilities
- Understand the full solution NICE & 3rd party 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.
Preferred Qualifications
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No preferred qualifications provided.