Job Description The Technical Account Manager is a critical role that serves as a trusted advisor to customers, providing proactive and reactive post-implementation support. This includes ensuring alignment with customer priorities and business objectives. The Technical Account Manager is responsible for maintaining strategic relationships across all client business units, influencing tactical activities to drive service excellence for designated accounts. This individual must be a subject matter expert in NICE Solutions deployed at their designated clients, ensuring maximum value is achieved from the solution. Key Responsibilities: - Manage critical issues, problems, and requests related to escalations and missed expectations. - Facilitate meetings and provide technical communication. - Drive resolution and technical best practices. - Oversee transition phases from Client Services to Customer Support. - Act as a backup for Support Managers as directed. Required Skills and Qualifications English Language Proficiency: B2+ Technical Background: 5+ years of experience in technical support or service delivery. Strong Communication and Client Relationship Skills: Excellent written and verbal communication skills. Experience Managing Escalations and RCAs: Proven track record of managing complex issues and conducting root cause analyses. Degree in Computer Science or Equivalent: A degree in computer science or a related field is preferred. Benefits Candidate Profile: A motivated and analytical individual who can work independently and under pressure. On-Call Shifts and Occasional Travel: Ability to work flexible hours, including on-call shifts, and occasional travel to customer sites may be required.