• Own the technical success of assigned enterprise accounts from onboarding through renewal. • Serve as the primary technical point of contact for customer IT, security, and engineering stakeholders. • Ensure customers achieve rapid and sustained time-to-value from the platform. • Lead technical onboarding, environment setup, and complex integrations (APIs, SSO, data pipelines, security controls). • Proactively monitor platform health, performance, and usage patterns to identify risks before they impact customers. • Act as a long-term technical advisor aligned to the customer’s architecture, roadmap, and maturity level. • Partner closely with Customer Success Managers to align technical execution with business outcomes.

• Work in the Technical Account Management Hubspot pipeline by answering incoming support calls and emails with a sense of urgency and exemplary custom service • Assist dedicated VIP client Slack channels • Transfer/escalate issues to other team members as needed • Assist with new client onboarding meetings and training as needed • Lead weekly payroll and crew member webinars • Assist with onsite crew member support as needed • Assist with UAT testing of new software releases as needed • Utilize Hubspot help-desk software to log tickets and resolutions • Submit software development requests and bugs to development on behalf of users • Spread GreenSlate's mission statement and encourage clients to join us in being environmentally conscious

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description After key NiCE CX 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 CX. 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 TAM is a very experienced TAM, responsible for resolving complex problems and providing excellent technical and customer service to specific key accounts. - Help customers overcome issues that arise and succeed in their business using our technology and services. - Expand their usage of our products and be a reference to prospective customers. - Be a long-term and loyal customer advocate. - Interaction with customers via phone, email, chat, and WebEx, with face-to-face meetings as necessary. - Frequent travel due to the higher level customers being served. - Work independently and in concert with Sales, Technical Support, Professional Services, and other teams. Qualifications - Bachelors Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required. - 6+ years in a Technical/Service role in software, telecommunications or in customer service, call/contact center and/or service delivery. - Demonstrated technical problem-solving proficiency. - Excellent analytical and advanced troubleshooting skills with end-users/customers. - Excellent customer service and communication skills, both verbal and written. - Ability to multitask and work well in a fast-paced environment. - Proficient in Microsoft Office applications. - Able to work with little supervision and complete projects. - Working technical knowledge of contact center software/design/functionality. - Demonstrated experience in a fast-paced environment and meeting customer time constraints. Requirements - Excellent triage and troubleshooting skills, teaching peers those same skills to improve their success. - Partnering with other NiCE CX employees and teams to ensure that all technical challenges and other issues/cases/requests are being handled properly. - Demonstrate superior in-depth knowledge of NiCE CX products and associated technologies. - Gain a deep understanding of each customer's environment and identify customer needs. - Demonstrate a working knowledge of competitive product lines, differentiators, and industry trends. - Develop and present customized presentations to assigned accounts. - Assist the team by taking ownership of escalations in your area of expertise. - Develop and drive business cases that outline problems, impacts, proposed solutions, and outcomes. - Assist assigned customers in preparation for go-live. - Occasional travel (up to 25%) required, visiting customer sites. Benefits - Join an ever-growing, market disrupting, global company. - Work in a fast-paced, collaborative, and creative environment. - Endless internal career opportunities across multiple roles, disciplines, domains, and locations. - Opportunity to learn and grow every day.

• Provide technical support for a large client • Collaborate closely with the Customer Support Manager • Work closely with teams to ensure consistent, high-quality product/solution delivery • Manage IT relationships and concerns for the client • Develop overall technology solution knowledge within the relevant clients • Ensure success of new services for our clients • Manage customer satisfaction from a technology solution standpoint