• Provide proactive and reactive post-implementation support to NICE customers • Maintain a strategic relationship across all client business units • Manage critical issues, problems and requests related to escalations • Focus on escalation management, Technical Communication, driving resolution • Understand full solution NICE & 3rd party integrations for designated accounts • Analyze support activity and SR trends for the assigned account • Facilitate problem resolution across NICE internal teams • Establish relationships and effectively communicate with key members of Customer’s technical team • Identify barriers to product adoption and partner with teams to optimize Customer success • Develop, implement and maintain standard practices for designated accounts • Oversee the transition phase from Client Services to Customer Support • 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 • Lead Root Cause/Best Practice sessions with Customers and internally