Product Customer Success Manager Cx jobs at Nice in United States, Sandy

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

Theis a blended role combining the skills of a principal with the management responsibilities of a consulting manager. This position is an organizational leader, leading both business and technical team members across the professional services organization. ​

TECHNICAL

• Provide senior-level technical configuration and, in some cases, programming as required.
• Provide process, data, and object modeling in a variety of application and database environments.
• Provide database design, development, and enhancement, as well as management and coordination of changes to existing applications.
• Provide technical architecture leadership, analysis, design, development, and enhancement.
• Maintain senior-level expertise and currency in industry leading contact center technologies.

PROJECT

• Serve as a project manager capacity via management of end-to-end system life cycle development of small to large-scale projects.
• Develop costing proposals for projects, perform risk analysis, and manage change control.
• Provide business analysis, business area assessment, user needs analysis and business systems design for major projects.
• Conduct comprehensive cost/benefit analysis and prepare business cases for projects.

BUSINESS

• Present a professional image in conduct, attitude and attire.
• Assist with the development of client information management standards and evaluation of technology trends.
• Contribute to business area assessment, user needs analysis and business systems design.
• Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects.

SUPERVISORY

• Supervise a team of direct reports consisting of Associate-, Staff-, and Senior-level Consultants.
• Supervise and mentor all intermediate and junior level staff assigned as members of the project team.
• Supervise during project life cycle any intermediate or junior level client staff, or any sub-contracted personnel assigned to the project team.
• Supervise and mentor all intermediate and junior level staff working on other projects under the area of responsibility.
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.
• Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives.
• Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload.
• Responsible for workforce management for the department.
• Adhere to the NiCE Code of Ethics and policies, and procedures.
• Communicate in an effective and professional way with customers in and outside of the organization.

FINANCIAL RESPONSIBILITY

• As a billable and customer-facing role, this position has significant financial impact on NiCE:
• The Consultant’s time is billable and is recognized by the company as direct revenue. Ensure hours are accurately tracked and recorded on customer master account.
• The timeframe required for the Consultant to deploy a customer has a direct impact on NiCE's ability to begin recognizing revenue for new customers. Ensure deployments are completed timely, accurately, and according to customer’s contract.
• The Consultant’s ability to satisfy his or her customers has a direct impact on the customer’s likelihood of loyalty and increased business.
• The Consultant’s ability to keep commitments, to hold him- or herself accountable and to handle delicate situations appropriately is critical to minimizing NiCE's exposure to liability. Ensure that adjustments made to customer’s account are completed in accordance with the Company’s Adjustment Policy.
• Reduce company liability by providing an accurate interpretation of the abilities of the NiCE suite of service.
• Ensure expenses are accurately reported according to the existing company policies.

Have you got what it takes?

• BS/BA in technical (e.g., Computer Science, Electrical Engineering) or business (e.g., Marketing, Management Information System) field or equivalent work experience is required. MBA is an advantage but not a requirement.
• 12+ years of professional experience.
• 5+ years management experience, leading a professional services global operations.
• Implementation: broad skills in both technology, analysis, experience in communicating at a technical and functional level while managing business rapport.
• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
• Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.
• Engineering Services: broad skills in specialized technical, functional areas; profound technical expertise around software engineering, programming languages, integration, and/or databases.
• Desired personal profile: analytical, inquisitive, service, team-oriented, friendly demeanor, early adopter

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.​

As an Engineering Manager, a Typical Day Might Include the Following:

• Provide leadership in design, delivery, and support of software and platforms
• Provide leadership in management and behavior including senior level communication skills and abilities consistent with the 4E leadership model
• Participate in project scope, schedule and cost reviews.
• Understand product capabilities and limitations.
• Identify and implement ways to improve and promote quality.
• Responsible for new product software development and quality.
• Maintenance of software/bug fixes.
• Release scheduling.
• Keeps abreast of new technologies.
• Reporting on status; prepare reports outlining team assignments and/or changes, project status changes, and forecast project timelines.
• Provide leadership to individuals on team(s) through coaching, feedback, development goals, and performance management.
• Prioritize employee career development in an effort to grow NICE CXone’s internal pipeline of leadership talent
• Prioritize and manage department activities and projects in accordance with the department's goals.

To Land This Gig You'll Need:

• Bachelor’s degree in Computer Science, Business Information Systems or related field or equivalent work experience required.
• Master’s degree in Computer Science or Business Management preferred.
• ​Relevant certifications also preferred among other indications of someone who values continuing education.
• 8+ years’ experience "living" with various operating systems, development tools and development methodologies including Java, C#, C++, Scala, Python, NodeJS among many modern horizontal scaling technologies available from AWS, Azure, Apache among others.
• Idea generation and creativity in this position are a must, as are the ability to work with deadlines, manage and complete projects on time and within budget.
• Proven history of delivering on deadlines/releases without compromising quality.
• Experience with Agile software development and SCRUM methodologies.
• Excellent interpersonal skills with all kinds of people at all levels of the organization.
• Ability to work through conflict, gain trust, and influence outcomes
• Strong verbal and written communication skills.​

Bonus Experience:

• Experience with telephony, networking, hosted applications, or other similar technical products.
• Telecommunications experience with IVR applications or telephony apps.
• Experience with user acceptance testing, regression testing and integration testing.

This position directs, establishes, maintains, and plans the overall direction and goals for a set of NiCE products that are integrated into or enhance the CX Platform. Drives product roadmap and backlog activities for the integration of a group of products made up mainly of NiCE Voice of the Customer solutions, and VaaS solutions. This role acts as skills are required in order to manage the relationship between the NiCE LoB’s.  The role coordinates and negotiates product issues with the engineering, operations, marketing, training and sales groups. Interacts with customers, sales, development, training, and product marketing to define requirements, and directs interaction with Engineering and Systems Architecture, and VaaS counterparts. The role is integral to the success of the GTM of the products that use the CX Platform.

How will you make an impact?

• Proactively seek feedback from customers and prospects.
• Analyze, document, and communicate intelligence regarding client and prospect feedback looking specifically for unfulfilled needs for new opportunities.
• Analyze, document, and communicate intelligence regarding industries and markets including trends and new opportunities.
• Analyze, document, and communicate intelligence regarding competitors capabilities, key strengths and weaknesses, pricing, and competitive positioning.
• Facilitate collaborative meetings to research and document product development ideas and concepts across multiple departments.
• Plan, document, and communicate new product development and product improvement projects with accompanying revenue opportunity documents, use cases, features and requirements, interaction design stories, and launch plans.
• Perform analyses to aide in decision making regarding feature improvements and new feature developments.
• Acting subject matter expert expected to know and understand new features and feature improvement.
• Train employees and agents to better understand new products and product improvements.
• Occasionally work with sales to assist with sales opportunities.
• Day to day project management, coordination, and delivery of projects related to assigned products.
• Occasional travel for client visits, tradeshows, and sales support.
• Perform other duties as assigned.

Have you got what it takes?

• Bachelor’s degree preferred.

• 6+ years of product management experience with formal product management techniques, tools, and principles involved in planning and delivering new software products and services.
• Knowledge of telecommunications, long distance and networking a significant plus
• Demonstrated ability to understand and translate non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences.
• Requires interaction with customers, prospects, sales, executive management, and technical engineering resources, adjusting communications to the situation and successfully understanding and communicating product capabilities and priorities to each audience.
• Excellent oral and written communication skills in English including vocabulary, spelling, composition, and grammar.
• Reading and comprehension and understanding technical information well enough to convey in original written communications to multiple audiences.

• Personal interaction with technical resources and listen carefully, taking time to understand the points being made, and asking questions where appropriate.
• Excellent skills with specialized computer software for drafting and producing documents and diagrams
• Driven self-starter; detail oriented, clear, logical thinker, technical thinker, bright and energetic
• Works well in fast paced, high pressure environments with the ability focus on goals and objectives

Key Responsibilities:

• Channel Ownership: Own the Digital Social and Messaging channels at NiCE, including managing partner relationships and driving innovation and alignment in social messaging.
• Product Strategy: Develop and implement product strategies that align with the company's vision and market demands and drive tactical delivery of short-term items.
• Market Analysis: Conduct thorough market research and competitive analysis to identify opportunities and threats.
• Product Development: Collaborate with cross-functional teams, including engineering, User Experience, and marketing to drive product development from ideation to launch. Expect to work directly with Developers in the USA, Czech Republic, and India.
• Customer Focus: Gather and prioritize customer feedback to ensure product features meet customer needs and enhance user experience. You will be expected to work directly with account management teams to help answer questions and direct concerns to relevant teams.
• Roadmap Management: Create and maintain a detailed product roadmap, ensuring timely delivery of product milestones. This includes creating JIRA artifacts, tracking, these and escalating any potential issues as they arrive with recommendations on resolution.
• Performance Metrics: Define and track key performance indicators (KPIs) to measure product success and inform decision-making.
• Stakeholder Management: Effectively communicate product vision, strategy, and progress on short and long term requirements to internal and external stakeholders.

Qualifications:

• 5+ years as a Product Manager working in a SaaS environment following Agile software delivery and SDLC processes are required. Experience working with social partners like Meta and Apple is a plus, as is knowledge of Jira and Contact Centers.
• Proficiency in product management tools and methodologies
• Bachelor’s degree or equivalent experience in Business, Marketing, Engineering, or a related field; MBA desirable but not required
• Strong analytical and problem-solving skills plus the ability to work effectively in a fast-paced, dynamic environment.
• Excellent communication and interpersonal skills and experience working with distributed teams in different countries is desirable

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!

You will be responsible for managing end-to-end C&B in this region to drive an agenda that contributes to the company’s winning DNA, increases organizational & people performance, and builds scalable growth for the company’s continued success.

How will you make an impact?

• Analyzing, designing and implementing compensation and benefits programs to improve NICE’s employee value proposition within the region
• Drafting C&B-related communications to employees in a timely manner and according to the corporate communications guidelines
• Assisting with annual compensation review and processes, including benchmark approach, market competitiveness, and identify special needs to support the business
• Evaluating compensation proposals relative to market benchmarks, internal equity and approval matrix
• Maintaining the New Employee Orientation (NEO) benefits presentation and present to employees as needed
• Developing and maintaining Americas C&B project plan, and monitor progress toward milestones
• Researching and proposing process improvement initiatives
• Responding to employee benefits inquiries within a timely manner, and with care and empathy
• Designing, benchmarking and managing benefits plans across the various entities at NICE
• Summarizing international benefits renewals and provide recommendations for executive approval
• Assisting in reviewing point solutions from vendors to ensure top-notch programs while maintaining a cost-efficient approach
• Providing professional support and best practices, and lead change management plans to managers and HR business partners to ensure program effectiveness
• Maintaining knowledge and understanding of federal and state regulations, ensuring compliance of programs and practices
• Assisting in all aspects of the open enrollment process to ensure all changes are communicated to the vendors and payroll department in a timely manner
• Playing a key role in the Global C&B team, running global programs, and aligning the region methodologies and practices to the global ones

Have you got what it takes?

• Bachelor’s degree in Human Resources, Business, or related field
• C&B experience in a global software company
• Robust knowledge and experience in design, implementation and communication of US benefits programs
• Experience in compensation and benefits aspects in M&A (due diligence, PMI)
• Experience in design, implementation and communication of C&B programs
• Experience in educating, mentoring and training business leaders and HR professionals on C&B related topics
• Advanced knowledge of Excel
• Advanced knowledge of BI reporting tools – a plus

Individual

Financial Responsibilities:

• ​Meet or exceed Sales Development team quota as determined by management. Provide qualified sales opportunities to sales team members thereby increasing the Company's revenue.

Major Functions/Responsibilities:

• Delivers quality leads to the sales organization and ensures daily call activity and lead production expectations are met and exceeded.
• Daily sales training and coaching to ensure lead development staff is utilizing proper technique and processes.
• Critical, evolutionary thinking related to lead nurturing / generation.
• Team oriented and managerial style geared toward preparing lead generators for advancement.
• Follows up with field and inside personnel for leads generated.
• Ensures leads are adequately qualified to ensure a high probability of a sale, is ultimately measured on business closed because of leads generated.
• Inspires lead development staff to pursue NICE career advancement.
• Responsible for the tracking and reporting of leads via Salesforce.com and any other applicable methods.
• Follow the company Code of Ethics and NICE policies and procedures at all times.
• Communicate in an effective and professional way with customers in and outside of NICE.

Education Requirement:

• ​Bachelor’s degree in Business Management, Marketing, Communications or related field or equivalent work experience required. ​​

Experience Requirements:

• ​6+ years prior sales experience required with demonstrated success in a quota-bearing environment.
• 6+ months minimum lead generation, sales development, or equivalent experience.
• 6+ months Management experience
• Excellent targeted questioning skills.
• Superior verbal communication skills and confidence in interacting with senior level executives.
• Strong organizational and time management skills.
• Full-cycle sales process knowledge.
• Advanced computer usage skills including prior usage of Salesforce.com.​

Experience Preferred:

• ​Technology / software sales experience preferred
• Telecommunications background preferred

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.​