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.

So, what's the role all about?

The Team Lead, Technical Account Management role is a Player/Coach role responsible for both managing a portfolio of accounts and leading a team of Technical Account Managers. This is an ideal opportunity for someone looking to step into people management while continuing to contribute directly to customer success.

In this role, you will act as a trusted advisor to NiCE customers, providing post-implementation support and strategic technical guidance. You will help ensure solutions align with customer priorities and NiCE's objectives, while driving service excellence and maximizing the value of deployed NiCE solutions.

Your leadership and expertise will support both your team and clients in the continuous improvement of digital evidence management, ensuring systems operate reliably for ingesting, managing, and sharing critical data.

How will you make an impact?

Leadership, Coaching and Mentoring

• Provide hands on coaching and mentoring to team members on strategies and tactical plans to achieve customer advocacy and trusted advisor status.

• Encourage continuous learning within the team by providing tools and resources that allows the team to grow their skills.

• Coach the team to be long term oriented with customer and constantly looking for opportunities to build loyalty by demonstrating value and bringing resources to bear.

• Advise the assigned team on very specific customer strategies on building loyalty, leading with value, filling while spaces and demonstrating the full use of solutions and services.

• Conduct weekly one on ones with TAM team and contribute/lead weekly team meetings.

• Manage the day-to-day operations, goal setting, performance management, and growth of the team.

Technical Account Manager

• Translate customers' technical business goals into long-term strategies that leverage NiCE's capabilities.

• Understand NiCE's full solution and 3rd party integrations for designated accounts

• 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 technical barriers to product adoption and partner with appropriate NiCE and Customer teams to optimize the customer experience and success.

• Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model.

• Oversee transition phase from implementation to ongoing customer support and maintenance. (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure post implementation adoption and success.

• Communicate and advocate customer's technical 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?

• Minimum of 3 years of proven experience in a customer facing technical role, preferably in SaaS or cloud services.

• 2-4 years of proven leadership experience, ideally in a team lead, supervisory, or management role, with a demonstrated ability to guide, develop, and support high-performing teams.

• Outstanding communication skills, capable of engaging both technical and non-technical stakeholders.

• Ability to support large, complex agencies.

• Strong ability to use facts and data to influence decisions.

• A service-oriented mindset with a customer-first mentality.

• Ability to prioritize and make appropriate decisions.

• Proven ability to meet deadlines and maintain quality standards.

• 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.

• Capable of creating. Interpreting, and acting oni reports, including summarizing detailed technical content for technical and non-technical audiences

• Experience with scripting in Linqpad, Powershell or similar

• Experience with basic querying of databases (Microsoft SQL) and Elastic Search

• Experience in data migration and/or transformation

• Knowledge of Entra ID single-sign-on, Windows and Azure server and client technology

• Knowledge in cloud platforms (AWS, Azure, GCP, APIs, and networking

• Ability to obtain security clearances (CJIS).

• Bachelors degree or Masters Degree is preferred

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!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID:7983
Reporting into:Director, Customer Success
Role Type: Team Lead

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.