After key NICE inContact customers have purchased and are implementing our products, the Technical Account Management (TAM) team takes ownership of the customer relationship and becomes their advocate within NICE inContact. The Technical Account Manager (TAM) begins to engage with the customer before they go live on the contact center platform, and works closely with the customer from that point forward to ensure their success.
Our TAMs are seasoned account management and technical resolution professionals who are at the top of their field and are unified in exceeding customer expectations, improving our processes and technology, and meeting company growth objectives. The Senior TAM is a deeply experienced and expert account management professional, responsible for resolving the most complex problems and providing excellent technical and customer service to specific key accounts. He/she will help them overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective customers, and be a long-term and loyal customer. The accounts assigned are generally our largest, most complex and challenging customers.
Interaction with customers will be done via phone, email, chat and WebEx, with face to face meetings as necessary and/or appropriate. Mentoring and coaching other TAMs is a daily routine. Travel is more frequent than with other TAMs due to the higher level customers being served and the Senior TAM's increased skills and abilities. The Senior TAM will work both independently and in concert with Sales, Technical Support, Professional Services and other teams to ensure the highest levels of customer success beyond just his/her assigned accounts, providing a collaborative solution that will leave the customer with a positive experience and a product that meets their needs.
As a Sr. Technical Account Manager, a Typical Day Might Include the Following: