Benjamin Trauner

About Benjamin Trauner

I bring over a decade of experience leading highly technical teams in the FinTech space, with a strong focus on delivering complex, enterprise-grade solutions. Most recently, I’ve served as Director of the Technical Support team for the Americas at NICE Actimize, where I co-lead a global organization of 150–200 team members alongside the Director of International Markets. Together, we ensure our clients receive seamless 24/7/365 support across the globe.I specialize in building process-driven teams backed by structured training programs, which has consistently led to my teams serving as a pipeline of talent for other departments across the business. I emphasize customer experience as a core pillar of technical support—because technical expertise is only half the equation. Whether working with internal stakeholders (R&D, Product, Implementations) or external clients, I foster a culture of timely, professional, and clear communication.My personal skill set spans technical presentations, code review, troubleshooting, project management, networking, infosec, and product management. These technical abilities complement my full suite of management skills and impeccable client communication skills.

Experience

1. Director of Customer Support for the Americas

   NICE Actimize

   Dec 2023 — Present · Hoboken, NJ, US

   As the Director of the Customer Support team in the Americas, I oversee NICE Actimize\'s Americas customer support team. The team ensures client satisfaction and continued product success for all of NICE Actimize\'s financial crime and compliance solutions. The team consists of L2 and L3 engineers who assist clients with any issues or questions they may have regarding NICE Actimize\'s financial crime and compliance solutions. From troubleshooting technical issues to providing guidance on product functionalities, the Customer Support team is dedicated to delivering timely and effective assistance. The team builds lasting relationships with clients by offering top-notch support and ensuring a positive overall experience.

Education

• NYU Stern School of Business

  Master of Business Administration - MBA, Finance, Management

• Colgate University

  Bachelor's degree, Mathematical Economics Dual Major and Computer Science Minor

  2011 — 2015

Skills

• Powerpoint
• Microsoft Excel
• Fundraising
• Stata
• Event Planning
• Social Media
• Public Speaking
• Higher Education
• Microsoft Word
• Log Review Specialist
• Facebook
• Sas Programming
• Microsoft Office