Senior Product Marketing Manager jobs at Nice in United States, Atlanta

You will play a crucial role by providing strategic technical guidance for the continuous monitoring and improvement in the Digital Evidence Management Transformation as well as providing technical best practices.

How will you make an impact?

• Translate customers’ technical business goals into long-term strategies that leverage NiCE’s
• Understand NiCE’s full solution and 3rdparty integrations for designated accounts
• Facilitate problem resolution across NiCE internal teams, driving actions, communication and RCA/Best Practices
• Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel.
• Identify technical barriers to product adoption and partner with appropriate NiCE and Customer teams to optimize the customer experience and success.
• Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model.
• Oversee transition phase from implementation to ongoing customer support and maintenance. (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure post implementation adoption and success.
• Communicate and advocate customer’s technical requirements and concerns to product management team R&D and other internal stakeholders
• Lead Root Cause/Best Practice sessions with Customers and internally as required
• As a 24x7x365 organization, on-call responsibilities may be required as well as occasional travel to customer sites.

Have you got what it takes?

• Minimum of 3 years of proven experience in a customer facing technical role, preferably in SaaS or cloud services.
• Outstanding communication skills, capable of engaging both technical and non-technical stakeholders.
• Ability to support large, complex agencies.
• Strong ability to use facts and data to influence decisions.
• A service-oriented mindset with a customer-first
• Ability to prioritize and make appropriate decisions.
• Proven ability to meet deadlines and maintain quality standards.
• Ability to interact effectively with all levels of management and customers.
• Ability to work with minimal guidance or supervision in a time-critical environment.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• Capable of creating. Interpreting, and acting oni reports, including summarizing detailed technical content for technical and non-technical audiences
• Experience with scripting in Linqpad, Powershell or similar
• Experience with basic querying of databases (Microsoft SQL) and Elastic Search
• Experience in data migration and/or transformation
• Knowledge of Entra ID single-sign-on, Windows and Azure server and client technology
• Knowledge in cloud platforms (AWS, Azure, GCP, APIs, and networking
• Ability to obtain security clearances (CJIS).
• Bachelors degree or Masters Degree is preferred

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational Ai solutions.
• Experience/knowledge of the public safety sector.

Reporting into:Director, Value Realization ServicesRole Type:Individual Contributor

The Manager, Customer Success Management role is a Player/Coach role responsible for both managing a small portfolio of accounts and leading a team of Customer Success Managers. This is an ideal opportunity for someone looking to step into people management while continuing to contribute directly to customer success.

Leadership, Coaching and Mentoring

• Provide hands on coaching and mentoring to team members on strategies and tactical plans to achieve customer advocacy and trusted advisor status.

• Encourage continuous learning within the team by providing tools and resources that allows the team to grow their skills.

• Coach the team to be long term oriented with customer and constantly looking for opportunities to build loyalty by demonstrating value and bringing resources to bear.

• Advise the assigned team on very specific customer strategies on building loyalty, leading with value, filling while spaces and demonstrating the full use of solutions and services.

• Conduct weekly one on ones with CSM team and contribute/lead weekly team meetings.

• Manage the day-to-day operations, goal setting, performance management, and growth of the team.

Customer Success Manager

• Serving as the primary customer contact and advocate for the post-sales customer journey for identified accounts

• Building and executing an account specific relationship framework (executive sponsor, technical and operational leadership), inclusive of regularly scheduled status calls, quarterly business reviews, roadmap reviews and account planning sessions.

• Running regular, proactive meetings and other communications with each client. Keeps meticulous records, and is accountable for internal and external follow-through (leveraging resources and associated teams at NiCE)

• Accountable for driving customer adoption of Evidencentral as measured by consumption of services according to contracted amount, usage rates, and NPS/CSAT

• Driving customer adoption and consumption by educating customer on how to internally promote the use of Evidencentral, identifying and prioritizing critical use cases and applying critical features, driving expansion, then monitoring consumption usage

• Connecting the value realized by customers to the vision they embraced when NiCE solutions were selected through initial workshop/consulting engagements

• Leveraging internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.

• Identifying blockers for adoption and consumption and finds solutions by collaborating with clients and cross-functional Public Safety and Justice teams.

• Actively farms existing account base to identify upsell and cross-sell opportunities.

• Providing valuable account information and insight to sales team to fuel the sales engine, and to help refine go-to-market approach, thus influencing both upsales and new sales.

• Leading the renewal and expansion of subscription services for assigned accounts, works with sales through NiCE’s admin process

Have you got what it takes?

• Bachelor’s degree required

• 2+ years’ experience in account/client relationship management.

• 2-4 years of proven leadership experience, ideally in a team lead, supervisory, or management role, with a demonstrated ability to guide, develop, and support high-performing teams.

• User application training experience is desirable

• Operational process re-engineering experience is desirable

• Excellent organizational and multi-tasking skills, ability to remain calm under pressure and ‘think on one’s feet’

• Exceptional interpersonal, listening, written and verbal communication skills are a must.

• Exceptional presentation skills and ability to create organized and thoughtful presentations

• Ability to learn about technology solutions and be able to teach and inspire others on how to use the solution and get value from the solutions

• Ability to lead and motivate, develop clear and creative solutions and manage multiple initiatives simultaneously.

• Comfortable dealing with complex customer relationships, decision processes and competing agendas.

• Proven track record of successfully building and nurturing client relationships.

• Superior critical thinking, decision making and problem-solving skills.

• Ability to travel up to 25% within the US

Manager

How will you make an impact?

• Overall responsibility throughout the project lifecycle including Initiation, Data Acquisition, Configuration, Data Validation, UAT, Tuning and Deployment phases.
• Manage all project tasks including schedules, budgets, and resources, to ensure that quality solutions are delivered within time and cost constraints.
• Establish relationships and effectively communicate with key members of client team including business users and management personnel.
• Prepare project status reports and presentations to keep management, customers and others informed of the project status and issues.
• Develop, implement and maintain standard practices for client implementations aligned with the Essentials TAM operating model
• Communicate and advocate customer requirements and concerns to product management team, R&D and other internal stakeholders
• Create & manage project plans. Define project schedules, allocate resources and monitor progress.
• Get involved in project at high level for functional and technical aspects.
• Co-ordination of multiple projects amongst different internal teams and stake holders.
• Align project objectives with company goals, and make sure project team is clear on objective
• May require some travel to client sites – approximately 10%

Have you got what it takes?

• Possess excellent organizational and communication skills.
• Strong ability to use facts and data to influence decisions
• Ability to prioritize and make appropriate decisions.
• Proven ability to meet deadlines and maintain quality standards.
• Excellent problem-solving skills, strong customer service and interpersonal skills, plus a demonstrated ability to work with a diverse group of associates.
• Ability to interact effectively with all levels of management and customers.
• Ability to work with minimal guidance or supervision in a time critical environment.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• 5+ years of experience in service delivery environment and project management.
• BS Degree in computer science, engineering or work equivalence.

You will have an advantage if you also have:

• Experience/knowledge of Actimize solutions.

About Actimize

PS Manager
Individual Contributor

LiveVox is a leading provider of enterprise cloud contact center solutions, managing 14+ billion interactions annually. With 15+ years of pure cloud expertise, we empower effective channel of choice engagement strategies. Our risk mitigation and security capabilities help our clients adapt to changing business environments. Supported by over 525 employees globally, we are headquartered in San Francisco with additional country headquarter offices in Bangalore and Colombia. To learn more, visit LiveVox.com.

WHAT YOU'LL BE DOING:

We are seeking a highly motivated and experienced Professional Services IT Engagement Manager to join our team. As an Engagement Manager, you will be responsible for leading and managing complex projects for our clients and internal stakeholders, ensuring that they are delivered on time, within budget, and to the required quality standards. You will work closely with our clients, engineering teams, and cross-functional stakeholders to define project scope, timelines, and budgets, and you will be responsible for ensuring that all project deliverables are met.

WHAT YOU'LL BE RESPONSIBLE FOR:

· Lead and manage strategic projects from start to finish, including scope definition, planning, execution, and delivery independently

· Communicating effectively with clients and internal stakeholders to understand their business needs and objectives, and ensure that project deliverables align with those goals

· Define project scope, timelines, and budgets, and work with cross-functional teams to ensure that all project deliverables are met independently

· Monitor project progress, identify and mitigate risks, and escalate issues as needed

· Communicate project status and progress to clients and internal stakeholders and problem solve through barriers and challenges independently

· Manage project resources and team members, including assigning tasks, setting expectations, and providing guidance and support as needed

· Identify opportunities for process improvements and recommend solutions to optimize project delivery

Required Education and Experience

· Minimum of 3 years of experience in professional services engagement management, with experience leading and delivering complex software implementation projects

· Strong understanding of software development and customer implementation life cycle and agile methodologies

· Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and clients

· Proven track of managing complex projects and delivering on-time, on-budget, and on-scope.

· Ability to manage multiple projects and priorities in a fast-paced environment

· Experience managing cross-functional teams.

Preferred Experience

· PMP certification

· Experience working in a CCAAS or cloud-based environment

· Experience with Asana, JIRA or similar project management tools

· Experience with data analysis and reporting tools such as Excel or Tableau

WHY LIVEVOX

How will you make an impact?

• Understand the client contract in detail to ensure it is correctly fulfilled and issues are avoided.
• Identify journeys that will achieve the contract volumes, ensuring that the journeys provide. value to the client and leverage Proactive AI Agent’s capabilities and differentiators.
• Maintain a strategic client success plan, building on their business drivers.
• Construct business cases for all journeys to guide objectives and prioritization.
• Co-ordinate all activities, enquiries and escalations with the client.
• Clearly document and communicate technical configuration requirements.
• Delivery of high quality technical and process architecture.
• Help customers understand and adopt relevant CE features and functionality.
• Identify and communicate growth opportunities.
• Monitor and effectively communicate metrics, performance and value.
• Deliver quarterly business reviews internally and to clients.
• Provide technical, customer experience, security and project delivery guidance.
• Develop operational client stakeholder relationships, becoming a partner and trusted advisor.
• Maintain effective relationships with pre-sales, professional services, and technology teams.
• Partner with the Account Executive.

Have you got what it takes?

• Bachelor's degree in a related technology field. MBA Preferred
• Project delivery experience in an IT or customer-facing environment
• Process mapping and creating business requirements.
• Strong commercial awareness
• Numerate and able to conduct data analysis using Excel or other common tool
• Relationship management experience
• Great verbal and written communication skills
• Experience working in/with large corporates, navigating/managing processes

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Individual Contributor

Responsibilities:

• Participate in all phases of our software development lifecycle including development, estimation, planning, design, and support.
• Contribute to overall design, reliability, and performance of application.

Required Experience:

• Bachelor’s degree in Computer Science, Business Information Systems or related field or equivalent work experience
• 5+ years’ experience in software development
• Experience with HTML5, CSS, JavaScript, and TypeScript
• Experience with one or more of the following JavaScript frameworks: React, Vue.js, Svelte, or Angular
• Experience with server-side development using either Node.js or PHP/Symphony
• Working knowledge of unit testing and test automation
• Working knowledge of user stories and use cases

Bonus Experience:

• Experience with AWS tech stack
• Experience with/knowledge of agile development processes
• Experience developing solutions that integrate with customer websites and web applications

How will you make an impact?

• Customer Onboarding. Implementation, Test & Verification:
• Guide clients through the setup and configuration of our software solutions.
• Customize solutions to meet specific operational and technical business needs.
• Design and implement solutions based on customer requirements, ensuring effective data mapping into our enterprise cloud solution (Azure), including correlation, filtering, access control, performance, and user preferences.
• Test and verify data quality, workflows, and user experience
• Technical Consulting:
  • Provide expert advice on best practices for utilizing our products effectively.
  • Assist clients in designing workflows, integrations, and infrastructure tailored to their requirements.

• Integration & Automation:
  • Connect our solutions with other systems (e.g., APIs, databases, third-party tools) for seamless operation.
  • Automate processes to enhance efficiency and streamline client operations.

• Use scripting skills and light coding to enhance system integration, data transformations, and automation.
• Conduct basic querying of databases (Microsoft SQL) and utilize Elastic Search for data analysis and management

• Training & Enablement:
  • Working in parallel with Project Management and Value Realization teams, ensure clients are empowered to maximize the value of NiCE solutions to lead the customer through a digital transformation of their organization.

Have you got what it takes?

• At least 3 years of proven experience in a customer-facing technical role, preferably in SaaS or cloud services.
• Excellent problem-solving skills with the ability to troubleshoot complex technical systems.
• Outstanding communication skills, capable of engaging both technical and non-technical stakeholders.
• A service-oriented mindset with a focus on customer success and satisfaction.
• Experience with scripting in Linqpad, Powershell or similar
• Experience with basic querying of databases (Microsoft SQL) and Elastic Search
• Experience in data migration and/or transformation
• Knowledge of Entra ID single-sign-on, Windows and Azure server and client technology
• Knowledge in cloud platforms (AWS, Azure, GCP), APIs, and networking.
• Time-management to prioritize and switch between varied tasks
• Focused and calm under pressure and with customers
• Careful record keeping
• Able to use initiative and to work effectively both independently and as part of a team
• Ability to obtain security clearances (CJIS); candidates must be U.S. citizens
• Bachelors degree or Masters Degree is preferred

You will have an advantage if you also have:

• Experience/knowledge of CCaaS, CX, and Conversational Ai solutions.
• Experience/knowledge of the public safety sector.

Individual