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NICE Systems, Inc. Technical Account Manager - KLC9VFtesJ64 in Denver, Colorado

Overview:The Technical Account Manager (TAM) is a trusted advisor to NICE'scustomers and will provide both proactive and reactive post-implementationsupport ensuring alignment with the Customer's priorities and NICE'sbusiness objectives. The TAM is responsible for maintaining a strategicrelationship across all client business units influencing tactical activitiesto drive service excellence for designated accounts. The TAM is required to bea subject matter expert in the NICE Solutions deployed at their designatedclients and ensure maximum value is achieved from the NICE solution. .You will be the primary interface between the Customers and NICE's supportorganizations while managing critical issues, problems and requests relatedto escalations and missed expectations.The TAM is an extension on the Support Management Team focused on escalationmanagement, Technical Communication, driving resolution and technical bestpractices.Duties and Responsibilities:Understand the full solution NICE and 3 rd party integrations for designatedaccountsAnalyze support activity and SR trends for the assigned account ensuring SLAsare met, CSAT is achieved and/or provide recommendations to close gaps-Facilitate MeetingsFirst point of escalation for designated accounts for support process issuesnot resolved by the standard processFacilitate problem resolution across NICE internal teams, driving actions,communication and RCA/Best PracticesEstablish relationships and effectively communicate with key members ofCustomer's technical team including management personnel.Identify barriers to product adoption and partner with appropriate NICE andCustomer teams to optimize Customer success.Develop, implement and maintain standard practices for designated accountsaligned with the Global TAM operating modelOversee transition phase from Client Services to Customer Support(documentation and report review, completed project sign-off, documentedacceptance, updated internal sites with hand off materials)- Ensure Day 2readiness and SuccessAct as Back up for Support Managers as directedMentor and coach Engineers from a technical perspectiveCommunicate and advocate customer requirements and concerns to productmanagement team RandD and other internal stakeholdersLead Root Cause/Best Practice sessions with Customers and internally asrequiredAs a 24x7x365 organization, shift work, holidays and on-callresponsibilities may be required as well as occasional travel to customersitesKnowledge and Skills:Possess excellent organizational and communication skills.Strong ability to use facts and data to influence decisionsAbility to prioritize and make appropriate decisions.Proven ability to meet deadlines and maintain quality standards.Excellent problem-solving skills, strong customer service and interpersonalskills, plus a demonstrated ability to work with a diverse group ofassociates.Ability to interact effectively with all levels of management and customers.Ability to work with minimal guidance or supervision in a time criticalenvironment.Ability to be flexible and quickly adapt to changing business needs andprocesses.Education and Experience:5+ years of experience in a technical service or service delivery environment.International Customer experience preferredDegree in computer science, engineering or work equivalence.Equal OpportunityEmployer-minorities/females/veterans/individuals withdisabilities/sexual orientation/gender identity

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