Team Lead, Technical Account Management

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 t