Customer Success, CX

The Customer Success

The Customer Success partners with clients throughout their lifecycle to ensure they realize value from the Proactive AI Agent platform. Working closely with Sales, Professional Services, Configuration, Product, and Development teams, the Customer Success organization is responsible for driving adoption, value realization, retention, and growth.

Proactive AI Agents is a cloud-hosted conversational AI platform and part of the NICE CXone suite of customer engagement solutions. The platform enables organizations to proactively engage customers across digital channels through artificial intelligence, natural language processing, and automation, helping improve customer experiences while reducing operational costs.

Role Purpose

Support the successful delivery, adoption, and ongoing optimization of customer journeys implemented through the Proactive AI Agent platform. Partner with internal teams and customer stakeholders to design, configure, implement, and enhance solutions that deliver measurable business outcomes while ensuring long-term customer success and retention.

Key Responsibilities

• Support the successful delivery and ongoing optimization of client journeys through execution of customer success and professional services plans.
• Partner with Sales, Professional Services, and Business Intelligence teams to implement solutions aligned with client business objectives.
• Own the operational health of assigned client accounts by monitoring adoption, engagement, and business outcomes.
• Identify and communicate risks, opportunities, and recommendations to support customer success and retention.
• Develop a strong understanding of client business processes, requirements, and success measures.
• Deliver high-quality technical implementations, solution configurations, and validation activities in accordance with established standards and best practices.
• Serve as a primary day-to-day contact for assigned accounts, building trusted working relationships with operational stakeholders.
• Translate business requirements into technical solution designs and configuration requirements.
• Monitor, analyze, and communicate client performance metrics, platform utilization, and value realization.
• Support client adoption of new platform capabilities and functionality.
• Collaborate across delivery, customer experience, security, and technical teams to ensure successful project outcomes.
• Participate in solution planning, implementation, go-live support, and ongoing optimization activities.
• Operate within Agile or similar project delivery methodologies to support project execution.
• Maintain accountability for assigned deliverables, client commitments, and workstreams.
• Identify opportunities for continuous improvement, enhanced customer outcomes, and expansion of platform value.

Experience and Skills 

• Bachelor’s degree or equivalent professional experience.
• Experience in Customer Success, Professional Services, Account Management, Service Delivery, or a customer-facing role within a SaaS, cloud, or technology environment.
• Experience supporting project delivery in an IT or customer-facing environment.
• Ability to gather requirements, understand business processes, and contribute to solution design activities.
• Strong commercial awareness and understanding of customer lifecycle management.
• Strong analytical skills with experience using Excel, reporting platforms, or business intelligence tools.
• Strong verbal and written communication skills.
• Demonstrated ability to build trusted customer relationships and manage stakeholder expectations.
• Experience working with large organizations and navigating complex stakeholder environments.
• Ability to manage multiple customer accounts, projects, or workstreams simultaneously.

NiCE to have:

• Experience with conversational AI, automation, or customer experience technologies.
• Exposure to Agile delivery methodologies.
• Project management certification or related qualifications.
• Experience creating business cases and presenting data-driven recommendations.
• Advanced data analysis experience using reporting or BI tools.

Attributes

• Strong relationship builder who can quickly establish credibility and trust.
• Communicates technical concepts clearly to both technical and non-technical audiences.
• Curious, proactive, and eager to learn.
• Demonstrates accountability and ownership.
• Customer-focused with strong problem-solving skills.
• Organized and process-oriented.
• Adaptable and able to perform effectively in a fast-paced environment.
• Able to manage competing priorities and operate under stakeholder pressure.
• Continuously seeks opportunities to improve processes, outcomes, and technical expertise.

What’s in it for you?
Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Requisition ID: 16411
Reporting into: Team Lead (Customer Success) / Manager, Professional Services
Role Type: Individual Contributor

Internal Role Title: Professional Services Engineer (Customer Success)