Product Customer Success Manager, CX
Skills
- Hands-on configuration of contact center software and platform components
- Programming and integration skills for customizations and data flows
- Database design, querying and schema management
- Technical architecture and systems analysis
- Project management and proposal/costing development
- Business analysis and KPI-driven optimization for contact centers
- Strong verbal and written client-facing communication
- Familiarity with CRM, telecommunications infrastructure, analytics and social media integrations
- Ability to mentor junior engineers and lead small teams
Responsibilities
- Deliver technical configuration and, where required, custom programming of NICE products following best practices
- Design and enhance databases, conduct data and object modeling, and manage application changes
- Provide technical architecture leadership, analysis, design and solution enhancement
- Perform business analysis, user needs assessment and develop business systems design
- Manage end-to-end project lifecycles for small to large implementations, including costing, risk analysis and change control
- Prepare cost/benefit analyses and business cases to support client decisions
- Coordinate cross-functional activities within NICE and manage customer expectations and satisfaction
- Mentor and coach junior staff and supervise client or subcontracted personnel during project delivery
- Maintain up-to-date expertise in contact center technologies, CRM, telecom, analytics and related ecosystem components
- Represent NICE professionally in client engagements and contribute to client information management standards
Education
- BS/BA in a technical (CS/IS/EE) or business (MIS/Marketing) field or equivalent experience required
- MBA preferred
- 4+ years of professional experience beyond education requirement
Benefits
- Competitive salary and performance-based compensation
- Remote work flexibility
- Health, dental and vision insurance
- 401(k) retirement plan
- Paid time off and holidays
- Professional development and training opportunities
- Equal opportunity employer policies
Average salary estimate
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To enable organizations to address today’s consumer and employee expectations, by delivering effortless, consistent, and personalized digital-first experiences.
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