Senior Technical Account Manager

So, what’s the role all about?

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.

How will you make an impact? 

• 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 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.
• Conduct technical presentations and demonstrations

Have you got what it takes?

• Minimum of 5 years of proven experience in a customer facing technical role, preferably in SaaS or cloud services.
• Outstanding communication skills, capable of engaging both technical and non-technical stakeholders.
• Presentation skills to present complex technical solutions to business
• Strong ability to use facts and data to influence decisions.
• Business acumen and strategic thinker
• Ability to prioritize and make appropriate decisions.
• Proven ability to meet deadlines and maintain quality standards.
• 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.
• Capable of creating. Interpreting, and acting oni reports, including summarizing detailed technical content for technical and non-technical audiences
• Knowledge of object-oriented scripting languages (C#, Python, Powershell, etc)
• Experience with basic querying of relational databases (Microsoft SQL) and Elastic Search
• Experience in data migration and/or transformation
• Understanding of Entra ID single-sign-on, Windows and Azure server and client technology helpful
• Technical knowledge in relevant technologies (AWS, Azure, GCP, APIs)
• Ability to obtain security clearances (CJIS).
• Bachelor's degree or Master's Degree is preferred

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: 9303
Reporting into: Team Lead, Technical Account Management
Role Type: Individual Contributor