Technical Account Manager

undefined ago • 5 Years + • Account Management

Job Summary

Job Description

The Technical Account Manager (TAM) serves as a trusted advisor, providing post-implementation support to ensure alignment with customer priorities and business objectives. This role involves maintaining strategic relationships, influencing tactical and strategic activities, and driving service excellence. The TAM acts as a subject matter expert, ensuring customers maximize value from NiCE solutions. Key responsibilities include providing strategic technical guidance for Digital Evidence Management Transformation, ensuring solution reliability, and facilitating problem resolution across internal teams. The role requires strong communication and the ability to advocate for customer technical requirements.
Must have:
  • Translate customers’ technical business goals into long-term strategies that leverage NiCE’s.
  • Understand NiCE’s full solution and 3rd party integrations for designated accounts.
  • 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.
  • Identify technical barriers to product adoption and partner with appropriate NiCE and Customer teams.
  • Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model.
  • Oversee transition phase from implementation to ongoing customer support and maintenance.
  • Communicate and advocate customer’s technical requirements and concerns to product management team R&D.
  • Lead Root Cause/Best Practice sessions with Customers and internally as required.
  • On-call responsibilities may be required as well as occasional travel to customer sites.
Good to have:
  • Experience/knowledge of CCaaS, CX, and Conversational AI solutions.
  • Experience/knowledge of the public safety sector.
Perks:
  • Join an ever-growing, market disrupting, global company.
  • Work in a fast-paced, collaborative, and creative environment with top talent.
  • Opportunity to learn and grow every day.
  • Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
  • NiCE-FLEX hybrid model offering maximum flexibility.
  • 2 days working from the office and 3 days of remote work each week.

Job Details

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Technical Account Manager (TAM) is a trusted advisor to NiCE’s customers and will provide post-implementation support ensuring alignment with the customer’s priorities and NiCE’s business objectives. The TAM is responsible for maintaining a strategic relationship across all client business units influencing tactical and strategic activities to drive service excellence for designated accounts. The TAM is required to be a subject matter expert in the NiCE Solutions deployed for their designated clients and ensure maximum value is achieved from the NiCE solution.

You will play a crucial role by providing strategic technical guidance for the continuous monitoring and improvement in the Digital Evidence Management Transformation as well as providing technical best practices.

Our customers rely on the evidence and associated data that we capture and manage. Your primary role is to ensure that our customers can be confident that their solution is operating reliably when ingesting, managing, and sharing digital evidence.

How will you make an impact?

  • Translate customers’ technical business goals into long-term strategies that leverage NiCE’s
  • Understand NiCE’s full solution and 3rd party integrations for designated accounts
  • 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 technical barriers to product adoption and partner with appropriate NiCE and Customer teams to optimize the customer experience and success.
  • Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model.
  • Oversee transition phase from implementation to ongoing customer support and maintenance. (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure post implementation adoption and success.
  • Communicate and advocate customer’s technical 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?

  • Minimum of 5 years of proven experience in a customer facing technical role, preferably in SaaS or cloud services.
  • Outstanding communication skills, capable of engaging both technical and non-technical stakeholders.
  • Ability to support large, complex agencies.
  • Strong ability to use facts and data to influence decisions.
  • A service-oriented mindset with a customer-first
  • Ability to prioritize and make appropriate decisions.
  • Proven ability to meet deadlines and maintain quality standards.
  • 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.
  • Capable of creating. Interpreting, and acting oni reports, including summarizing detailed technical content for technical and non-technical audiences
  • Experience with scripting in Linqpad, Powershell or similar
  • Experience with basic querying of databases (Microsoft SQL) and Elastic Search
  • Experience in data migration and/or transformation
  • Knowledge of Entra ID single-sign-on, Windows and Azure server and client technology
  • Knowledge in cloud platforms (AWS, Azure, GCP, APIs, and networking
  • Ability to obtain security clearances (CJIS).
  • Bachelors degree or Masters Degree is preferred

You will have an advantage if you also have:

  • Experience/knowledge of CCaaS, CX, and Conversational Ai solutions.
  • Experience/knowledge of the public safety sector.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

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