Technical Account Manager • Mid-Level

Who you are

You have a proven track record in account management, ideally with experience in a technical environment — you understand the nuances of customer relationships and how to drive service excellence. You are a subject matter expert in the solutions you support, ensuring that clients derive maximum value from their investments. Your communication skills are top-notch, allowing you to effectively manage escalations and technical issues with confidence and clarity.

You thrive in a collaborative environment, working closely with various business units to influence tactical activities and align customer priorities with company objectives. You are proactive in identifying potential challenges and are skilled at analyzing support activity trends to ensure that service level agreements (SLAs) are met and customer satisfaction (CSAT) is achieved. You are comfortable facilitating meetings and discussions with clients, acting as the first point of escalation for any support process issues.

Your analytical mindset enables you to provide recommendations that close gaps in service delivery, and you are adept at fostering strategic relationships across all client business units. You are passionate about driving resolution and implementing technical best practices that enhance the customer experience.

Desirable

Experience in a similar role within the technology sector is a plus, as is familiarity with NICE solutions or similar platforms. You are always looking to improve your skills and knowledge, staying updated on industry trends and best practices.

What you'll do

As a Technical Account Manager at NICE, you will be the primary interface between our customers and our support organizations, managing critical issues and requests related to escalations and missed expectations. You will analyze support activity and service request trends for your assigned accounts, ensuring that SLAs are met and customer satisfaction is prioritized. You will facilitate meetings with clients to discuss their needs and expectations, acting as a trusted advisor throughout the post-implementation phase.

Your role will involve maintaining a strategic relationship with designated accounts, influencing tactical activities to drive service excellence. You will be responsible for ensuring that clients are fully aware of the capabilities of the NICE solutions deployed at their sites, helping them to leverage these tools effectively. You will also be tasked with identifying opportunities for improvement and providing recommendations to enhance service delivery.

In addition, you will collaborate with internal teams to drive resolution on technical issues, ensuring that best practices are communicated and implemented. Your ability to analyze data and trends will be crucial in identifying areas for improvement and ensuring that customer expectations are consistently met.

What we offer

At NICE, we offer a dynamic work environment where you can challenge yourself and grow your career. You will be part of a team that values innovation and excellence, working alongside talented professionals who are committed to delivering exceptional service to our clients. We encourage you to apply even if your experience doesn't match every requirement — your unique perspective and skills could be just what we need to continue driving success.

We provide competitive compensation and benefits, along with opportunities for professional development and growth within the company. Join us at NICE and be part of a team that is making a difference in the industry.