Technical Account Manager

So, what’s the role all about?

The Technical Account Manager is a trusted advisor to NICE’s enterprise customers, responsible for delivering a high-quality post-implementation support experience through proactive service management and reactive operational leadership. This role owns the end-to-end support service delivery for assigned accounts—ensuring alignment to customer priorities and NICE business objectives, driving service excellence through governance, escalation management, continual improvement, and operational readiness.

How will you make an impact?  

Service Delivery Ownership (Enterprise Accounts)

• Own the end-to-end support delivery experience for designated enterprise accounts, ensuring service performance, customer satisfaction, and operational health.
• Establish and run an enterprise governance cadence including Weekly Ops Reviews, Monthly Service Reviews, and QBRs, providing executive-ready insights and action plans.
• Maintain an account-level Service Risk & Issue Register with mitigations, ownership, and timelines.

Escalation & Major Incident Leadership

• Serve as the first point of escalation for designated accounts.
• Collaborate with our Incident Management Team to coordinate cross-functional response, facilitate bridge calls, and provide structured communications during major incidents.
• Drive resolution by ensuring timely actions, clear communications, and structured follow-through to closure.

Problem Management, RCA & Continuous Improvement

• Lead Root Cause Analysis and Best Practice sessions with customers and internal teams.
• Ensure corrective and preventative actions are documented and tracked to closure.
• Analyze support activity and case trends for SLA achievements, CSAT, backlog, and incident patterns to drive improvements.

Customer Partnership & Technical Advisory

• Build relationships across customer business units and technical teams.
• Understand the NICE portfolio and applicable 3rd-party integrations for assigned accounts.
• Identify adoption barriers and partner with internal and customer teams to optimize outcomes.

Operational Readiness & Day-2 Success

• Oversee transition from Client Services to Support for Day 2 Readiness, including documentation and handoff validation.
• Lead operational readiness checkpoints for go-lives and major releases including supportability and monitoring readiness.

Reporting, Reviews & Executive Communication

• Prepare and lead Monthly/Quarterly Support Reviews and QBRs with executive-ready reporting.
• Deliver clear communications suitable for executive stakeholders during escalations and service reviews.

Team Enablement (IC Leadership)

• Mentor and coach Support Engineers from a technical and operational perspective.
• Act as back-up for Support Managers as directed.

Availability & Travel

• Participate in on-call responsibilities as required in a 24x7x365 environment.
• Occasional travel to customer sites may be needed.

Have you got what it takes?

Knowledge, Skills & Competencies

• Excellent organization and communication skills; able to interact with all levels of management and customers.
• Strong analytical skills and ability to use data to influence decisions.
• Ability to prioritize effectively in a time-critical environment.
• Strong customer service mindset and ability to work with diverse teams.
• Ability to use AI to aid job performance is a plus.
• Strong working knowledge of ITIL practices (Incident, Major Incident, Problem, Change, Request Fulfilment).
• Experience operating within enterprise governance structures (Ops Reviews, QBRs, executive reporting).
• ITIL Foundation certification preferred.

Education & Experience

• 6+ years of experience in a technical service or service delivery environment.
• International customer experience preferred.
• Degree in Computer Science, Engineering, or equivalent experience.
• Experience supporting complex enterprise environments and multi-team coordination preferred.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

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: 10065
Reporting into: Director, Support Delivery Management
Role Type: Individual Contributor