Job Description

You will be the primary interface between the Customers and NICE’s support organizations while managing critical issues, problems and requests related to escalations and missed expectations.

The TAM is an extension on the Support Management Team focused on escalation management, Technical Communication, driving resolution and technical best practices.

Responsibilities

• Understand the full solution NICE & 3rd party integrations for designated accounts
• Analyze support activity and SR trends for the assigned account ensuring SLAs are met, CSAT is achieved and/or provide recommendations to close gaps
• Facilitate Meetings
• First point of escalation for designated accounts for support 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 communi...