Product Customer Success Manager
<div class="content-intro"><p>At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.</p></div><p><strong><span data-contrast="auto">So, what’s the role all about?</span></strong><span data-ccp-props="{"201341983":0,"335559738":280,"335559739":280,"335559740":240}"> </span></p>
<p><span data-contrast="auto">We are looking for a Product Customer Success Manager to serve as the senior technical platform expert embedded within the NiCE Cognigy Customer Success organisation. This role bridges the gap between platform capability and customer value realisation — ensuring that both CSMs and customers have access to authoritative, current, and practically applicable guidance on the NiCE Cognigy platform across their region.</span><span data-ccp-props="{"201341983":0,"335559738":280,"335559739":280,"335559740":240}"> </span></p>
<p><span data-contrast="auto">You will work in a one-to-many model, partnering with multiple CSMs and supporting a variety of accounts throughout your focus region. Your focus will be on answering questions of a technical depth, advising on best practices, and helping customers successfully design, operate, and optimize conversational AI solutions built on the Cognigy.AI platform.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559740":240}"> </span></p>
<p><strong><span data-contrast="auto">How will you make an impact?</span></strong><span data-ccp-props="{"201341983":0,"335559738":280,"335559739":280,"335559740":240}"> </span></p>
<p><strong><span data-contrast="auto">Technical Enablement for Customer Success</span></strong><span data-ccp-props="{"201341983":0,"335559738":120,"335559739":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Act as the primary regional technical CS expert, </span><span data-ccp-parastyle="List Bullet">providing</span><span data-ccp-parastyle="List Bullet"> authoritative platform guidance to CSMs and directly to customers on platform usage, architecture, and best practice</span></span><span data-ccp-props="{"201341983":0,"335559739":80,"335559740":240}"> </span></li>
</ul>
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<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Support CSMs with technical topics related to platform usage, solution design, product functionality, demos, and best practice</span></span><span data-ccp-props="{"201341983":0,"335559739":80,"335559740":240}"> </span></li>
</ul>
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<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Provide </span><span data-ccp-parastyle="List Bullet">timely</span><span data-ccp-parastyle="List Bullet"> responses to technical questions from CSMs and, where </span><span data-ccp-parastyle="List Bullet">appropriate</span><span data-ccp-parastyle="List Bullet">, directly from customers</span></span><span data-ccp-props="{"201341983":0,"335559739":80,"335559740":240}"> </span></li>
</ul>
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<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Serve as the technical </span><span data-ccp-parastyle="List Bullet">expert</span><span data-ccp-parastyle="List Bullet"> for CSMs on platform questions before involving Support or Professional Services</span></span><span data-ccp-props="{"201341983":0,"335559739":80,"335559740":240}"> </span></li>
</ul>
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<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Assess the technical health of accounts and proactively </span><span data-ccp-parastyle="List Bullet">identify</span><span data-ccp-parastyle="List Bullet"> risks or adoption gaps, working with the relevant CSM to address them</span></span><span data-ccp-props="{"201341983":0,"335559739":80,"335559740":240}"> </span></li>
</ul>
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<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Advise on whether a customer case </span><span data-ccp-parastyle="List Bullet">warrants</span><span data-ccp-parastyle="List Bullet"> a Professional Services engagement, and support the handover when appropriate</span></span><span data-ccp-props="{"201341983":0,"335559739":80,"335559740":240}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Conversational AI & Platform Expertise</span></strong><span data-ccp-props="{"201341983":0,"335559738":120,"335559739":0,"335559740":240}"> </span></p>
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<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Advise customers on Conversational AI best practices, including dialog design, intent modelling, flow orchestration, and generative/agentic AI application patterns</span></span><span data-ccp-props="{"201341983":0,"335559739":80,"335559740":240}"> </span></li>
</ul>
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<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Support </span><span data-ccp-parastyle="List Bullet">agentic</span><span data-ccp-parastyle="List Bullet"> configuration, training, testing, and </span><span data-ccp-parastyle="List Bullet">optimization focusing on adoption of the product suite’s latest feature set and best practices.</span></span><span data-ccp-props="{"201341983":0,"335559739":80,"335559740":240}"> </span></li>
</ul>
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<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="9" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Provide guidance on the application of generative AI and agentic AI concepts within enterprise conversational solutions</span></span><span data-ccp-props="{"201341983":0,"335559739":80,"335559740":240}"> </span></li>
</ul>
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<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="10" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Help customers understand platform capabilities, current limitations, and recommended implementation patterns</span></span><span data-ccp-props="{"201341983":0,"335559739":80,"335559740":240}"> </span></li>
</ul>
<p><strong><span data-contrast="auto">Contact Centre & Enterprise Context</span></strong><span data-ccp-props="{"201341983":0,"335559738":120,"335559739":0,"335559740":240}"> </span></p>
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<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="11" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Support customers </span><span data-ccp-parastyle="List Bullet">operating</span><span data-ccp-parastyle="List Bullet"> conversational AI solutions within contact </span><span data-ccp-parastyle="List Bullet">centre</span><span data-ccp-parastyle="List Bullet"> environments (voice and digital), including NiCE </span><span data-ccp-parastyle="List Bullet">CXone</span><span data-ccp-parastyle="List Bullet"> channel accounts</span></span><span data-ccp-props="{"201341983":0,"335559739":80,"335559740":240}"> </span></li>
</ul>
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<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="12" data-aria-level="1"><span data-contrast="auto"><span data-ccp-para
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