Manager, Technical Account Management

How will you make an impact?

• Lead and manage a regional or functional team of Technical Account Managers to deliver exceptional service and support to customers.

• Collaborate closely with Professional Services, Technical Support, and other customer-facing teams to ensure customer satisfaction and successful solution delivery

• Partner with senior Customer Success leadership to execute retention and renewal strategies that meet or exceed defined targets.

• Work with Sales to identify expansion opportunities and support product adoption within the existing customer base.

• Monitor customer health, drive proactive engagement, and ensure timely resolution of customer issues or escalations.

• Support the onboarding, enablement, and professional growth of team members through coaching, feedback, and regular one-on-one meetings.

• Oversee account assignments, workload balancing, and performance metrics across the Customer Success team.

• Identify opportunities for process improvement and operational efficiency within the team’s scope.

• Maintain strong working knowledge of NICE products and competitive solutions to effectively position value to customers.

• Support the Customer Success team in identifying areas where customers can derive greater value from their NICE investments.

• Participate in the recruitment and onboarding of new team members.

• Ensure customer communication is professional, timely, and aligned with NICE standards.

• This position may require travelling as needed. 

• Adhere to the company Code of Ethics and NICE policies and procedures.

You will have an advantage if you also have:

• Experience supporting financial objectives by managing team expenses and ensuring billing practices are followed in alignment with company policies.

• Experience ensuring proper billing practices for NICE's technology customers 

• Experience reviewing and validating account credits and adjustments as appropriate.

• Contributing to forecasting and planning discussions within the Customer Success organization.

Have you got what it takes?

• Bachelor’s Degree preferred or equivalent work experience required.

• 8+ years of professional experience in customer service, contact center, and/or B2B technology environments.

• 3+ years of people management experience, including coaching and developing high-performing teams.

• Experience leading remote or distributed teams is an advantage.

• Strong communication and presentation skills with the ability to influence both internal and external stakeholders.

• Analytical and results-oriented, with a strong focus on team collaboration and customer outcomes.

• Service-oriented mindset with a proactive and professional demeanor.

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