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SUMMARY
As a key leader within the Customer Success organization at Verse.ai (a NICE company), the Manager, Technical Account Management oversees the execution, quality, and strategic alignment of the technical arm of the business, with a strong focus on integrations and conversational design. This role is responsible for leading a team of Technical Account Managers (TAMs) specializing in scripting and integrations, strategically distributing work via Salesforce, and fostering a collaborative and productive partnership between Customer Success Managers (CSMs) and the technical team.
The Manager works cross-functionally with Sales, Product, and department leaders to deliver high-impact solutions that support client goals and company growth.
ESSENTIAL FUNCTIONS
Team Leadership & Development
- Lead and mentor a team of integration and conversational design specialists, ensuring high standards of execution and innovation.
- Manage daily case queue operations in Salesforce, strategically assigning requests and projects to align with team bandwidth, specialization, and urgency.
- Provide coaching and feedback to ensure team performance meets both internal KPIs and client success benchmarks.
Strategic Collaboration
- Build and maintain a high-functioning, collaborative relationship with the Customer Success Management (CSM) team to align technical delivery with strategic account goals.
- Partner closely with other department leaders, including Sales and Product, to ensure client needs are effectively scoped, resourced, and executed.
Process & Project Oversight
- Oversee the development and deployment of custom integrations leveraging tools such as Zapier and Pipedream, ensuring scalability, efficiency, and reliability.
- Guide the creation and optimization of messaging flows and SMS scripts that enhance client engagement and maximize conversion.
- Establish and manage quality control processes to identify and resolve issues before deployment, particularly with complex integrations.
Cross-functional Partnership & Innovation
- Participate in cross-departmental initiatives aimed at improving internal workflows, technical enablement, and time-to-value for customers.
- Act as an escalation point during integration projects and collaborate with Product and Engineering to troubleshoot critical issues.
Technical Strategy & Execution
- Contribute to defining best practices for integrations and scripting, including documentation, training materials, and internal enablement guides.
- Evaluate client technology environments and business objectives to shape integration strategy and provide pre-sales support when needed.
Continuous Improvement
- Analyze team operations and project delivery performance to identify areas of opportunity.
- Lead initiatives for process improvement, documentation updates, and tooling enhancements that support scalability.
MINIMUM QUALIFICATIONS
- Bachelor’s degree in Business Administration, Computer Science, or a related field.
- 7+ years of experience in Customer Success, Technical Account Management, or Solutions Engineering in a SaaS/tech environment.
- 3+ years of people management experience, including managing technical or customer-facing teams.
- Advanced proficiency with Salesforce, Microsoft Suite, and integration platforms like Zapier and Pipedream.
- Demonstrated ability to understand technical systems and translate complex requirements into actionable project plans.
- Strong interpersonal and written communication skills with the ability to manage cross-functional relationships.
- Proven ability to lead through change, influence without authority, and manage competing priorities effectively.
- Highly organized, resourceful, detail-oriented, and motivated by problem-solving and delivering value.
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.
