Technical Account Manager

NICE Ltd.

Job Overview

Location

Philippines - Manila

Job Type

Full-time

Full Job Description

📋 Description

• As a Technical Account Manager at NICE Ltd., you will be the cornerstone of our post-implementation success for enterprise customers, acting as a trusted advisor who ensures a seamless and high-quality support experience. Your primary responsibility will be to own the end-to-end support service delivery for a portfolio of key accounts, meticulously aligning NICE's business objectives with the unique priorities of each customer.
• You will be instrumental in driving service excellence through robust governance frameworks, effective escalation management, a commitment to continuous improvement, and ensuring operational readiness for all supported solutions.
• **Service Delivery Ownership (Enterprise Accounts):** Take full ownership of the support delivery lifecycle for your designated enterprise accounts. This includes proactively monitoring and managing service performance, ensuring high levels of customer satisfaction, and maintaining the overall operational health of the services provided.
• **Establish and Lead Governance Cadence:** Implement and manage a structured governance framework for each account. This involves orchestrating regular Weekly Operations Reviews to address immediate concerns, Monthly Service Reviews to assess ongoing performance, and Quarterly Business Reviews (QBRs) to provide strategic insights and foster executive-level alignment. Your role will be to present executive-ready reports and actionable plans that demonstrate value and drive continuous improvement.
• **Account-Level Risk Management:** Proactively identify, document, and manage potential risks and issues within each account's support environment. Maintain a comprehensive Service Risk & Issue Register, clearly defining mitigation strategies, assigning ownership, and tracking timelines to ensure timely resolution and prevent service disruptions.
• **Escalation & Major Incident Leadership:** Serve as the primary point of escalation for your assigned accounts, acting as the crucial link between customer needs and internal support teams. During major incidents, you will collaborate closely with the Incident Management Team to coordinate a swift and effective cross-functional response. This includes facilitating critical bridge calls, ensuring clear and structured communications to all stakeholders, and driving the incident towards a definitive resolution.
• **Drive Resolution and Follow-Through:** Beyond initial response, you will actively drive the resolution process during major incidents and critical escalations. This involves ensuring that all necessary actions are taken promptly, maintaining transparent and consistent communication channels, and meticulously tracking all follow-through activities until the issue is fully resolved and documented.
• **Problem Management, RCA & Continuous Improvement:** Lead comprehensive Root Cause Analysis (RCA) sessions following significant incidents or recurring issues. Facilitate Best Practice workshops with both customer and internal teams to identify systemic improvements. Crucially, you will ensure that all identified corrective and preventative actions are thoroughly documented, assigned, and tracked to successful closure, fostering a culture of learning and adaptation.
• **Analyze Support Trends:** Leverage data analytics to scrutinize support activity, case trends, Service Level Agreement (SLA) achievements, Customer Satisfaction (CSAT) scores, and incident patterns. Use these insights to identify areas for improvement and implement proactive measures to enhance service delivery and customer experience.
• **Customer Partnership & Technical Advisory:** Cultivate strong, trust-based relationships with key stakeholders across customer business units and technical teams. Develop a deep understanding of the NICE product portfolio and any relevant third-party integrations critical to your accounts. Proactively identify potential adoption barriers and collaborate with internal and customer teams to optimize the utilization and value derived from NICE solutions.
• **Operational Readiness & Day-2 Success:** Oversee the critical transition process from client services to the support organization, ensuring comprehensive Day 2 readiness. This includes validating documentation, confirming successful handoffs, and ensuring support teams are fully equipped. Lead operational readiness checkpoints for all new go-lives and major product releases, verifying supportability, monitoring capabilities, and overall preparedness.
• **Reporting, Reviews & Executive Communication:** Prepare and deliver compelling, executive-ready reports for Monthly/Quarterly Support Reviews and QBRs. Communicate complex technical and service-related information clearly and concisely to executive stakeholders, ensuring alignment and understanding during critical discussions and escalations.
• **Team Enablement (IC Leadership):** As an Individual Contributor with leadership responsibilities, you will mentor and coach Support Engineers, providing guidance on both technical aspects and operational best practices. You may also be called upon to act as a back-up for Support Managers, demonstrating your leadership potential and commitment to team development.
• **Availability & Travel:** This role requires participation in on-call rotations to provide support within a 24x7x365 operational environment. Occasional travel to customer sites may be necessary to foster stronger relationships and address on-site needs.

🎯 Requirements

• 6+ years of experience in a technical service or service delivery environment, with a strong understanding of enterprise-level support operations.
• Proven experience operating within established enterprise governance structures, including conducting Ops Reviews, QBRs, and delivering executive-level reporting.
• Strong working knowledge of ITIL practices, with a particular emphasis on Incident Management, Major Incident Management, Problem Management, Change Management, and Request Fulfilment.
• Excellent organizational and communication skills, with the ability to effectively interact with all levels of management and diverse customer stakeholders.
• Ability to prioritize effectively in a fast-paced, time-critical environment, demonstrating strong analytical skills and the capacity to use data to influence decisions.
• ITIL Foundation certification is preferred, demonstrating a foundational understanding of IT Service Management best practices.

🏖️ Benefits

• NICE-FLEX hybrid work model: Enjoy a balanced work-life arrangement with 2 days in the office and 3 days of remote work each week, fostering collaboration and flexibility.
• Career growth opportunities: Join an ever-growing, market-disrupting global company with endless internal career opportunities across multiple roles, disciplines, domains, and locations.
• Collaborative and creative environment: Work in a fast-paced, dynamic setting with teams comprised of top talent, encouraging innovation and idea generation.
• Comprehensive support: Access to resources and training to ensure your success in a market-leading organization.
• Opportunity to work with cutting-edge technology: Be at the forefront of AI, cloud, and digital innovation in a company consistently recognized as a market leader.

Skills & Technologies

Remote

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NICE Ltd.

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About NICE Ltd.

NICE Ltd. is an Israeli-headquartered global enterprise software company that provides cloud platforms for customer engagement, workforce optimization, financial crime and compliance, and advanced analytics. Founded in 1986, it serves contact centers, financial institutions, and public safety organizations with solutions for recording, analytics, robotic process automation, and AI-driven insights. The company operates worldwide, with major offices in the United States, Europe, and Asia-Pacific, supporting clients in improving operational efficiency, customer experience, and regulatory compliance through data-driven decision-making.

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