技术客户经理
Technical Account Manager
在NiCE，我们不限制挑战。我们不断挑战自我。我们志存高远，是变革者，我们为胜利而战。我们设定最高标准并超越它们。如果你和我们一样，我们可以为你提供一个能点燃你激情的终极职业机会。
技术客户经理（TAM）是NICE客户的可信赖顾问，将提供主动和被动的实施后支持，确保与客户的优先事项和NICE的业务目标保持一致。TAM负责在所有客户业务单元中建立战略关系，影响战术活动，以推动指定账户的服务卓越。TAM需要成为其指定客户部署的NICE解决方案的专家，并确保从NICE解决方案中获得最大价值。
你将是客户与NICE支持组织之间的主要接口，同时管理与升级和未达预期相关的关键问题、故障和请求。
TAM是支持管理团队的延伸，专注于升级管理、技术沟通、推动解决和技术最佳实践。
你将如何产生影响？
- 了解指定账户的完整NICE及第三方集成解决方案
- 分析指定账户的支持活动和SR趋势，确保SLA达成，CSAT达标或提出改进建议——组织会议
- 作为指定账户支持流程问题的首要升级点，这些问题是标准流程无法解决的
- 在NICE内部团队之间促进问题解决，推动行动、沟通和根本原因分析/最佳实践
- 与客户技术团队的关键成员，包括管理人员，建立关系并有效沟通
- 识别产品采用的障碍，并与适当的NICE和客户团队合作，优化客户成功
- 为指定账户制定、实施并维护符合全球TAM运营模型的标准流程
- 监督从客户服务到客户支持的过渡阶段（文档和报告审查、项目签收完成、文档验收、内部站点更新交接材料）——确保第二天准备就绪并取得成功
- 按照指示担任支持经理的后备人员
- 从技术角度指导和培训工程师
- 传达一种
查看英文原文
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
The Technical Account Manager (TAM) is a trusted advisor to NICE’s customers and will provide both proactive and reactive post-implementation support ensuring alignment with the Customer’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 TAM is required to be a subject matter expert in the NICE Solutions deployed at their designated clients and ensure maximum value is achieved from the NICE solution.
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.
How will you make an impact?
- 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 communicate with key members of Customer’s technical team including management personnel.
- Identify barriers to product adoption and partner with appropriate NICE and Customer teams to optimize Customer success.
- Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model
- Oversee transition phase from Client Services to Customer 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 Back up for Support Managers as directed
- Mentor and coach Engineers from a technical perspective
- Communicate and advocate customer requirements and concerns to product management team R&D and other internal stakeholders
- Lead Root Cause/Best Practice sessions with Customers and internally as required
- As a 24x7x365 organization, on-call responsibilities may be required as well as occasional travel to customer sites.
Have you got what it takes?
- Act as Back up for Support Managers as directed - TAM's act more as a liaison between our customers and our internal teams, not necessarily a back-up.
- Mentor and coach Engineers from a technical perspective by taking part in training and developing customer subject matter experts on platform configurations, best practices, etc.
- Possess excellent organizational and communication skills.
- Strong ability to use facts and data to influence decisions
- Ability to prioritize and make appropriate decisions.
- Proven ability to meet deadlines and maintain quality standards.
- Excellent problem-solving skills, strong customer service and interpersonal skills, plus a demonstrated ability to work with a diverse group of associates.
- Ability to interact effectively with all levels of management and customers.
- Ability to work with minimal guidance or supervision in a time critical environment.
- Ability to be flexible and quickly adapt to changing business needs and processes.
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!
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.