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Director, Technical Account Management

4 months ago

Richardson, United States NICE Full time

At NICE, we don't limit our challenges. We challenge our limits. Constantly. We're relentless. We're ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you're like us, we can offer you the kind of challenge that will light a fire within you.

So, what's the role all about?

The Director, Technical Account Management is a trusted advisor to NICE's customers and will provide both proactive and reactive post-implementation support. Ensuring alignment with the Customer's priorities and NICE's business objectives. They are responsible for maintaining a strategic relationship across all client business units influencing tactical activities to drive service excellence for designated accounts as an extension on the Support Management Team focused on escalation management, Technical Communication, driving resolution and technical best practices. Managing a team of Technical Account Managers and carry the responsibilities of First Line Escalation, Reporting / Analysis, Coaching. With involvement in the annual review process for team members within their region.

How will you make an impact?

  • Developing plans and driving solutions while managing critical issues, problems and requests related to escalations and missed expectations.
  • Facilitate problem resolution across NICE internal teams, driving actions, communication and RCA/Best Practices
  • Communicate and advocate customer requirements and concerns to product management team R&D and other internal stakeholders.
  • Analyzing support activity and SR trends for assigned accounts ensuring SLAs are met, CSAT is achieved and/or provide recommendations to close gaps. Meetings
  • Monitoring and mentoring TAMs in regard to improving Internal/External Communication
  • Working with Global TAM Director on performance management analysis and improvement along with objective setting for the year, KPIs measurement and performance.
  • Working closely with peer Director, Technical Account Management, in other two regions. Ensuring strategies lessons learnt and knowledge are shared globally.
  • Ensuring that Bi- weekly, Monthly /Quarterly reviews are held with Service/ Sales Directors for each Sub-Region for the teams allocated accounts
Have you got what it takes?
  • 5+ years of experience in a technical service or service delivery environment.
  • Possess excellent organizational and communication skills.
  • Excellent problem-solving skills, strong customer service and interpersonal skills, plus a demonstrated ability to work with a diverse group of associates.
  • Strong ability to use facts and data to influence decisions
You will have an advantage if you also have:
  • Experience/knowledge of Nice solutions.
  • Proven track record of managing performance, coaching team members.


What's in it for you?

Join an ever-growing, market disrupting, global company where the teams - comprised of the best of the best - work in a fast-paced, collaborative, and creative environment As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr

Enjoy NICE-FLEX

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 4109Reporting into: Director, Technical Account Management, CX
Role Type: Director

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.