Own the retention outcome (GRR) for the TAM portfolio: ensure risks are identified early and tracked in Salesforce/Gainsight with a documented path to save and at least weekly updates; ensure TAMs deliver accurate renewal and compression risk forecasts and proactively trigger renewal engagement; and partner with Renewal Managers (RAMs), who own renewal negotiation and execution. The Director will be responsible for both technical and business outcomes including managing customer expectations and satisfaction, coaching and mentoring TAMs, coordinating inter-departmental activities within NiCE (Sales, Renewals, Professional Services, Support, Product, and Billing), ensuring account data in Salesforce and Gainsight is reliable and current, and other tasks related to the success of the team and its customers.