companyNiCE Systems logo

Technical Account Manager

NiCE SystemsAustralia - Melbourne; Australia - Sydney
On-site Full-time

Clicking Apply Now takes you to AutoApply where you can tailor your resume and apply.


Unlock Your Potential

Generate Job-Optimized Resume

One Click And Our AI Optimizes Your Resume to Match The Job Description.

Is Your Resume Optimized For This Role?

Find Out If You're Highlighting The Right Skills And Fix What's Missing

Experience Level

Mid to Senior

Qualifications

Are you the right fit?Minimum of 5 years of project management, consulting, or customer success experience. Demonstrated ability to build strong relationships with clients and stakeholders. Strong analytical and problem-solving skills. Excellent communication and interpersonal abilities. Proficiency in technical communication and support management.

About the job

At NiCE Systems, we embrace challenges and push our limits. Our ambition drives us to be game changers, and we play to win. We set the highest standards and consistently exceed them. If you share our passion for excellence, we invite you to explore an extraordinary career opportunity that ignites your passion.

What does the role involve?

The Technical Account Manager (TAM) acts as a trusted advisor to our customers, ensuring their success with NiCE solutions. This position entails both proactive and reactive post-implementation support to align customer priorities with NiCE’s business objectives. The TAM cultivates strategic relationships across client organizations, influencing tactical activities to deliver outstanding service.

In this role, you will be the primary liaison between customers and NiCE’s support teams, managing escalations, resolving critical issues, and promoting best practices. As part of the Support Management Team, the TAM specializes in technical communication, escalation management, and continuous improvement.

How will you make an impact?

  • Develop in-depth expertise in NiCE solutions and relevant third-party integrations for assigned accounts.
  • Monitor support activities and service trends, ensuring SLA compliance and high customer satisfaction; recommend enhancements where necessary.
  • Act as the first point of escalation for unresolved process issues.
  • Coordinate problem resolution across internal teams, driving actions, communication, and root cause analysis.
  • Foster strong relationships with customer technical teams and management stakeholders.
  • Identify barriers to solution adoption and collaborate with NiCE and customer teams to maximize value.
  • Implement and maintain account-specific practices aligned with the global TAM operating model.
  • Oversee the transition from Client Services to Support, ensuring thorough documentation, sign-off, and readiness for ongoing success.
  • Serve as backup for Support Managers as needed.
  • Mentor and coach technical engineers.
  • Advocate for customer needs within Product Management, R&D, and other internal teams.
  • Lead root cause analysis and best practice sessions with customers and internally.
  • Participate in on-call rotations and occasional travel as part of a 24/7 support organization.

About NiCE Systems

NiCE Systems is a pioneering company dedicated to transforming the way organizations manage their operations through innovative technology solutions. We pride ourselves on our commitment to excellence and customer success, creating meaningful partnerships that drive results.

Similar jobs

Tailoring 0 resumes

We'll move completed jobs to Ready to Apply automatically.