Technical Account Manager (TAM)

The Technical Account Manager (TAM) is a trusted advisor to NICE’s customers and will provide both proactive and reactive post-implementation support ensuring alignment with the Customer’s priorities and NICE’s business objectives.

You will be the primary interface between the Customers and NICE’s support organizations while managing critical issues, problems and requests related to escalations and missed expectations.

The TAM is an extension on the Support Management Team focused on escalation management, Technical Communication, driving resolution and technical best practices.

• 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.