Senior Technical Account Manager

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.

The Senior 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 technical 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.

• Translate customers’ technical business goals into long-term strategies that leverage NiCE’s capabilities.
• Understand NiCE’s full solution and 3rd party integrations for designated accounts.
• Serve as primary technical liaison between clients and internal teams, facilitating problem resolution, driving actions, 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