NiCE · 1 month ago
Technical Account Manager
United States
Full-time
Remote
Mid LevelNiCE is a global leader in software solutions, recognized for its innovation in AI, cloud, and digital technologies. The Technical Account Manager (TAM) serves as a trusted advisor to customers, providing post-implementation support and maintaining strategic relationships to ensure service excellence. This role involves problem resolution, communication with customer technical teams, and optimizing customer success through effective management of NICE's solutions.
Enterprise SoftwareInformation TechnologyRobotic Process Automation (RPA)SecuritySoftware
Responsibilities
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
Qualification
Required
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 problem-solving 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
Company
NiCE
NiCE is transforming the world with AI that puts people first.
Founded in 1986
5001-10000 employees
H1B Sponsorship
NiCE has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (14)
2023 (8)
2022 (8)
2021 (11)
2020 (10)
Funding
Current Stage
Public CompanyTotal Funding
unknown1996-02-02IPO
Leadership Team
D
David Gustafson
VP, GM of Platform
Matt Reading
VP, Customer Succes
Recent News
Crunchbase News
2025-10-08
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2025-09-12
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