• Understand the full solution NICE & 3rd party integrations for designated accounts. • Analyze support activity and SR trends for the assigned account ensuring SLAs are met, CSAT is achieved and/or provide recommendations to close gaps- Facilitate Meetings. • First point of escalation for designated accounts for support process issues not resolved by the standard process. • Facilitate problem resolution across NICE internal teams, driving actions, communication and RCA/Best Practices. • Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel. • Identify barriers to product adoption and partner with appropriate NICE and Customer teams to optimize Customer success. • Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model. • Oversee transition phase from Client Services to Customer Support (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure Day 2 readiness and Success. • 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 R&D and other internal stakeholders. • Lead Root Cause/Best Practice sessions with Customers and internally as required. • As a 24x7x365 organization, on-call responsibilities may be required as well as occasional travel to customer sites.