NICE - Technical Account Manager

The Technical Account Manager (TAM) is a trusted advisor to NICEs customers and will provide both proactive and reactive postimplementation support ensuring alignment with the Customers priorities and NICEs business objectives. The TAM is responsible for maintaining a strategic relationship across all client business units influencing tactical activities to drive service excellence for designated accounts. The TAM is required to be a subject matter expert in the NICE Solutions deployed at their designated clients and ensure maximum value is achieved from the NICE solution.

You will be the primary interface between the Customers and NICEs 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.

Responsibilities

The Actimize Technical Support Engineer performs a wide range of duties including some or all of the following:

• 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 Customers 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 signoff 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 shift work holidays and oncall responsibilities may be required as well as occasional travel to customer sites.

Qualifications :

• 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 problemsolving 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.
• 5 years of experience in a technical service or service delivery environment.
• International Customer experience preferred
• Degree in computer science engineering or work equivalence.

Additional Information :

This is a hybrid position in Bogot Colombia. Apply now and boost your career!

Remote Work :

No

Employment Type :

Fulltime