Technical Account Manager

Company Description Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas,িয়েছে to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships. Sutherland Unlocking digital performance. Delivering measurable results Job Description Sutherland is seeking an attentive and goal‑oriented person to join the Technical Account Manager team within the technical support group at NICE. We are a group of driven and hard‑working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you Qualifications Overview The Support Account Manager is a trusted advisor to NICE clients and will provide both proactive and reactive support ensuring alignment with the Client’s priorities and NICE’s business objectives. The TAM is responsible for maintaining a strategic relationship across all client business units influencing tactical activities to drive service excellence for designated accounts. The CS TAM will be required to have a solid understanding in the NICE Solutions deployed at their designated clients and ensure maximum value is achieved from the NICE solutions. Requirements 5+ years of experience in a technical service, technical support or technical service delivery environment with high customer interaction. Experience of cloud operations is preferred. International Client experience preferred. Degree in computer science, engineering or work equivalence. Possess excellent organizational and communication skills. Strong ability to use facts and data to influence decisions. Experienced in how to prioritize and make appropriate decisions. Proven ability to meet deadlines and maintain quality standards. Experienced in managing client’s expectations. Responsibilities Understand the full solution NICE & 3rd party integrations for designated accounts. Analyze support activity and SR trends for the assigned accounts ensuring SLAs are met, customer satisfaction is achieved and/or provide Baum recommendations to close gaps. First point of escalation for designated boter. 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 Client’s technical team including management personnel. Identify barriers to product_synapse adoption and partner with appropriate NICE and Client teams to optimize Client success. Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model. Oversee transition phase from Client Services to Client 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 backup for Support Managers as directed. Mentor and coach Engineers from a technical and relationship perspective. Communicate and advocate client requirements and concerns to product management team, R&D and other internal stakeholders. Lead Root Cause/Best Practice sessions with Clients and internally as required. Additional Information All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr