NICE
Conversational AI
ProductCustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Product Customer Success Manager at NICE. Skills: Product Customer Success, Conversational AI, Technical Expertise, Customer Enablement. Serve as senior technical platform expert. Bridge gap between platform capability and customer value”
What You'll Achieve.
Ensure customers have access to authoritative, current, and practically applicable guidance; Help customers successfully design, operate, and optimize conversational AI solutions; Achieve measurable ROI
Industry & Context.
Pragmatic, solution-oriented mindset; Troubleshoot issues
Willingness to travel within region for in-person customer and CSM engagements
What They're Looking For.
Must Have
3–5 years of experience in a technical customer-facing role: Technical CSM, Solutions Consultant, Implementation Consultant, or equivalent within a Conversational AI, Contact Centre, or enterprise SaaS company, Experience supporting enterprise customers in a one-to-many or scaled model, Proven ability to deliver technical guidance and enablement to both technical and non-technical audiences, Demonstrated experience owning customer outcomes on accounts without dedicated Professional Services support, understanding of Conversational AI fundamentals, including Generative AI and LLM-based conversational systems, and Agentic AI / multi-step orchestration patterns, Hands-on proficiency with the Cognigy. AI platform (or a directly comparable enterprise Conversational AI platform) — including flow design, agentic configuration, voice/chat channels, and integrations, Solid understanding of contact centre operations and customer service workflows, Ability to analyse conversational behaviour and explain technical concepts clearly to non-technical stakeholders, Structured, organised, and comfortable juggling multiple customers and priorities across a regional portfolio, Clear communicator with a pragmatic, solution-oriented mindset — equally effective with engineers and executives, Curious and eager to stay current with advancements in conversational and generative AI, sense of ownership, customer focus, and commercial awareness, Excellent documentation skills — able to produce clear, reusable best-practice content for internal knowledge bases, Willingness to travel within region for in-person customer and CSM engagements
Nice to Have
Hands-on experience with Cognigy. AI, including flow design, NLU configuration, agent orchestration, and platform analytics, Experience running use-case innovation or platform discovery sessions with enterprise customers (e.g. design sprints, innovation workshops, or technology roadmap reviews), Experience working with voice automation and CCaaS integrations — particularly within NiCE CXone or similar enterprise contact centre platforms, A background in Professional Services, pre-sales solution consulting, or implementation consulting at a Conversational AI or CX technology company
What You'll Do.
Serve as senior technical platform expert
Bridge gap between platform capability and customer value
Provide guidance on platform usage
Support CSMs with technical topics
Provide timely responses to technical questions
Serve as technical expert for CSMs
Assess technical health of accounts
Proactively identify risks or adoption gaps
Advise on Professional Services engagement
Support handover to Professional Services
Advise on Conversational AI best practices
Support agentic configuration
Provide guidance on generative AI and agentic AI concepts
Help customers understand platform capabilities
Support customers operating conversational AI solutions
Provide guidance on integrations
Help customers troubleshoot issues
How You'll Work.
Team & Collaboration
Partnering with multiple CSMs; Collaborate closely with Support, Product, Engineering, and Professional Services; Partner with Product and Engineering as a voice of the customer; Channelling feedback on product gaps, missing features, and integration challenges; Feed structured insights back to internal teams; Contribute to pre-sales and expansion conversations; Close collaboration with Product and Engineering teams
Communication Scope
Clear communicator; Explain technical concepts clearly to non-technical stakeholders
Full Job Description
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. So, what’s the role all about? 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. 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. How will you make an impact? Technical Enablement for Customer Success Act as the primary regional technical CS expert, providing authoritative platform guidance to CSMs and directly to customers on platform usage, architecture, and best practice Support CSMs with technical topics related to platform usage, solution design, product functionality, demos, and best practice Provide timely responses to technical questions from CSMs and, where appropriate, directly from customers Serve as the technical expert for CSMs on platform questions before involving Support or Professional Services Assess the technical health of accounts and proactively identify risks or adoption gaps, working with the relevant CSM to address them Advise on whether a customer case warrants a Professional Services engagement, and support the handover when appropriate Conversational AI & Platform Expertise Advise customers on
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