Technical Account Manager – Support Delivery

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Act as a trusted advisor to NICE clients by providing proactive and reactive support following implementation.

• Sustain strategic relationships across client business units and promote service excellence for assigned accounts.

• Serve as a subject matter expert on NICE solutions implemented at specific client locations.

• Function as the main point of contact between clients and NICE support teams.

• Oversee critical issues, challenges, requests, escalations, and unmet expectations.

• Comprehend the complete NICE solution and third-party integrations for assigned accounts.

• Evaluate support activities and service request patterns, ensuring SLAs are fulfilled and customer satisfaction is attained.

• Organize meetings and serve as the initial escalation point for issues in the support process.

• Drive problem resolution across NICE internal teams by facilitating actions, communication, root-cause analysis, and best practices.

• Build relationships and engage with customers’ technical teams and management.

• Recognize obstacles to product adoption and collaborate with NICE and customer teams to enhance customer success.

• Create, implement, and uphold standard practices that align with the Global TAM operating model.

• Manage the transition from Client Services to Customer Support, ensuring readiness and success for Day 2.

• Serve as a backup for Support Managers.

• Mentor and guide Engineers from a technical standpoint.

• Communicate and represent customer needs and concerns to Product Management, R&D, and other stakeholders.

• Lead root-cause analysis and best-practice discussions with customers and internal teams.

⛳️ Requirements

• Demonstrated experience in IT management client-facing roles (TAM, Technical Support Managers, Support Delivery Managers, etc.).

• Experience in technical support.

• Familiarity with technical concepts and documentation.

• Exceptional organizational and communication skills.

• Strong capability to leverage facts and data to influence decision-making.

• Ability to prioritize tasks and make sound decisions.

• Proven track record of meeting deadlines and upholding quality standards.

• Excellent problem-solving, customer service, and interpersonal abilities.

• Capacity to collaborate with a diverse group of associates.

• Proficiency in effectively interacting with all levels of management and clients.

• Ability to operate with minimal guidance or supervision in a time-sensitive environment.

• Flexibility to rapidly adapt to changing business needs and processes.

• On-call duties may be necessary in a 24x7x365 setting.

• Occasional travel to client locations may be required.

🏝️ Benefits

• NICE-FLEX hybrid model: 2 days in the office and 3 days of remote work each week.

• Internal career advancement opportunities across various roles, disciplines, domains, and locations.

• Opportunities for learning and professional growth.

• Confidential management of information in accordance with EEO guidelines.