- Understand the full solution NICE & 3 rd 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
- 5+ years of experience in a technical service or service delivery environment.
- 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.
- International Customer experience preferred
- Degree in computer science, engineering or work equivalence
