Technical Account Manager

• Serve as a primary technical point of contact for customer support escalations and ongoing operational issues
• Own customer issues from escalation through resolution, ensuring timely communication and follow-through
• Investigate and troubleshoot complex technical issues across customer environments and deployed systems
• Analyze logs, system behavior, and infrastructure performance to identify root causes and implement solutions
• Maintain clear and proactive communication with customers throughout the issue resolution lifecycle
• Document support activities, troubleshooting efforts, and resolutions within CRM and ticketing systems
• Escalate complex issues to Engineering, Product, or Infrastructure teams as appropriate
• Work closely with Account Managers to ensure coordinated customer communication and successful outcomes
• Support customer-deployed Linux servers, network services, VPNs, security solutions, monitoring platforms, and related infrastructure
• Install and maintain hardware, software, operating systems, patches, and system updates
• Provide remote and on-site technical support to end users and customer organizations
• Implement security policies and best practices across endpoints and server environments
• Contribute to internal documentation, troubleshooting guides, and knowledge base improvements
• Support global customers as part of a follow-the-sun support model
• Collaborate with Infrastructure, Product, R&D, and Operations teams to resolve technical challenges and improve customer experience

• Leverage and merchandise technical programs at key accounts to maximize commercial value for customers and Novus
• Act as the key link between sales and R&D to implement and validate products in the field at the customer level
• Increase awareness of Novus products among feed mill nutritionists, nutrition consultants, and university/extension personnel
• Represent Novus at industry meetings and symposia
• Align with marketing on product positioning and technical information for sales efforts
• Support the marketing/sales customer interface
• Develop technical programs enhancing Novus's image and technical credibility throughout the region
• Provide technical support to sales managers and customers
• Support the use and correct positioning of Novus products in the region
• Train sales personnel in product positioning, implementation, and customer value
• Advise sales managers, analytical services, customer service, operations, marketing, and technical service staff worldwide
• Adhere to the Novus Management System, Novus Integrity System, and relevant policies and procedures

Technical Services Manager – Ruminant

• Take ownership of customer relationships for key CX customers and act as their advocate within NICE
• Engage customers before go-live and work closely with them to ensure success
• Resolve complex, technically and emotionally challenging, high-stakes issues
• Provide excellent technical and customer service to assigned key accounts
• Hold regular account discussions to review open issues and understand customers’ contact centers and businesses
• Ensure CX solutions meet customer needs and become a trusted partner and advisor
• Ensure technical challenges, issues, cases, and requests are handled properly within SLA targets
• Partner with Technical Support, Professional Services, Product Management, and Engineering
• Own customer satisfaction, retention, and referenceability for assigned accounts
• Help customers overcome issues, succeed using NICE technology and services, expand product usage, become references, and remain loyal customers

Principal Technical Account Manager

• Serve as the technical point of contact for a portfolio of Island customers, guiding them from onboarding to operational maturity
• Proactively manage and assist with support cases, feature requests, and escalations
• Open, monitor, and drive resolution of customer issues while keeping customers informed
• Train customer teams to deploy, manage, and operationalize Island using best practices
• Provide configuration guidance tailored to customers’ environments and security, performance, and usability goals
• Inform customers about upcoming releases and new capabilities and demonstrate their benefits
• Partner with Product, Engineering, Support, and Customer Success to deliver a unified customer experience
• Provide customer feedback that influences the product roadmap

• Serve as the technical point of contact for a portfolio of Island customers, guiding them from onboarding to operational maturity
• Proactively manage and assist with support cases, feature requests, and escalations
• Open, monitor, and drive resolution of customer issues while keeping customers informed
• Train customer teams on deploying, managing, and operationalizing Island using best practices
• Provide configuration guidance tailored to customers’ environments and security, performance, and usability goals
• Inform customers about upcoming releases and new capabilities and explain their benefits
• Partner with Product, Engineering, Support, and Customer Success to deliver a unified customer experience
• Provide customer feedback that influences the product roadmap

• Serve as the technical point of contact for a portfolio of federal agency customers, guiding them from onboarding to operational maturity
• Proactively manage and assist with support cases, feature requests, and escalations; open, monitor, and drive resolution within agency change-control and ticketing processes
• Train agency and integrator teams to deploy, manage, and operationalize Island using federal best practices
• Build train-the-trainer programs so government staff can run the platform without Island involvement
• Provide configuration guidance for PIV and CAC authentication, federal ICAM, government-furnished equipment and BYOD, bandwidth-constrained networks, and FedRAMP or Impact Level 5 tenancy
• Supply configuration evidence, control narratives, and artifacts for Information System Security Officers and Authorizing Officials during authorization and continuous monitoring
• Keep customers informed of releases and capabilities and connect them to agency priorities, Zero Trust, executive orders, and federal milestones
• Partner with Product, Engineering, Support, Customer Success, federal channel partners, and systems integrators
• Feed customer learnings back into the product roadmap

Technical Account Manager – U.S. Federal

• Grow and expand Thryv's SaaS clients in the local business market
• Build a self-generated and company-initiated prospect pipeline to meet a predetermined sales quota
• Prospect and qualify new business opportunities within an assigned territory
• Identify local business owners who fit Thryv's platform
• Secure new SaaS clients through networking, referrals, and company prospecting programs
• Execute defined operational processes, engagement cadences, certifications, order entry, and intake requirements
• Participate in sales meetings, call calibrations, and training
• Educate and guide prospects through the buyer’s journey
• Partner with marketing and technology departments on sales strategy, product enhancements, and new releases
• Build and manage a book of business
• Conduct more than 50% of work outside the home office

Outside Software Account Representative

• Grow and expand Thryv's SaaS clients in the local business market
• Build a self-generated and company-initiated prospecting pipeline to meet sales quotas
• Prospect and qualify new business opportunities within an assigned territory
• Identify local business owners who fit Thryv's platform
• Secure new SaaS clients through networking, referrals, and company prospecting programs
• Execute operational processes including client/prospect engagement cadences, product and demo certifications, order entry, and centralized intake forms
• Participate in sales meetings, call calibrations, and training
• Educate and guide prospects through the buyer's journey
• Partner with marketing and technology departments to execute sales strategy and support product enhancements and releases
• Build and manage a book of business, including current Thryv clients
• Conduct more than 50% of work outside the home office

• Own customer relationships for key CX customers and act as their advocate within NICE
• Engage customers before go-live and work with them to ensure successful adoption
• Resolve complex, technically and emotionally challenging, high-stakes issues
• Build productive relationships with assigned accounts through regular discussions of open issues, contact center operations, and business needs
• Ensure CX solutions meet customer needs and serve as a trusted partner and advisor
• Handle technical challenges, issues, cases, and requests within SLA targets
• Partner with Technical Support, Professional Services, Product Management, and Engineering
• Drive customer satisfaction, retention, referenceability, product usage expansion, and long-term customer loyalty

Senior Technical Account Manager

• Own the customer relationship for key CX customers and act as their advocate within CX
• Engage customers before go-live and work closely with them to ensure success
• Resolve complex, technically and emotionally challenging, high-stakes issues
• Provide excellent technical and customer service to assigned key accounts
• Hold regular account discussions to review open issues and understand customers’ contact centers and businesses
• Ensure CX solutions meet customer needs and become a trusted partner and advisor
• Ensure technical challenges, issues, cases, and requests are handled properly within SLA targets
• Partner with Technical Support, Professional Services, Product Management, and Engineering
• Be accountable for customer satisfaction, retention, and referenceability for assigned accounts

Technical Account Manager jobs in United States