Technical Account Manager

📋 Description

• Be a trusted advisor to customers, ensuring success with NiCE solutions.
• Serve as the primary liaison between customers and NiCE support.
• Manage escalations, resolve critical issues, and drive best practices.
• Coordinate problem resolution across internal teams and root cause analysis.
• Build relationships with customer technical teams and management.
• Identify adoption barriers and maximize solution value.
• Implement and maintain account-specific practices in the TAM model.
• Oversee the transition from Client Services to Support.
• Act as backup for Support Managers when required.
• Mentor and coach technical engineers.
• Advocate customer needs to Product, R&D, and other teams.
• Lead root-cause analysis and best-practice sessions.
• Participate in on-call rotations and travel as part of 24x7 support.

🎯 Requirements

• 5+ years in project management, consulting or customer success in self-service or AI software.
• Degree in Business, IT, or related field preferred.
• Experience with contact center software; deep self-service domain (Dialogflow).
• Knowledge management expertise.
• Experience with generative AI in customer service is a plus.
• IVR, Routing, ACD, and Workforce Management experience preferred.
• Exceptional organizational and communication skills.
• Strong analytical ability to influence decisions with data.
• Prioritization and decision-making capabilities.
• Ability to meet deadlines while maintaining quality.
• Excellent problem-solving and customer service.
• Comfortable working with diverse teams and management levels.
• Self-directed and effective in time-sensitive environments.
• Flexible and adaptable to evolving business needs.