Customer Education and Enablement Manager, CX

• Become intimately familiar with a customer's contact center and business to become the trusted advisor to the customer through their NICE education and onboarding process.
• Set and manage customer expectations and ensures education and onboarding goals align with customer goals/KPIs.
• Create education/onboarding plans for customers and executes on those plans.
• Provide initial assessment meetings and possibly onsite visits to coordinate and conduct training and consulting, as appropriate.
• Contribute to business area assessment, user needs analysis, and product configuration recommendation.
• Contextualize product knowledge for customers and helps institute best practices with product configuration and education processes.
• Act as an education and product knowledge resource to the customer during the post go live phase of a project.
• Proactively and effectively identify customer needs and overcomes objections to proposed solutions by performing benefits assessments for customers and gaining detailed understanding of their environment.
• Provide insight and feedback on technical issues to immediate supervisor and other outside groups.
• Work with NiCE Implementation Team to play a role in smooth customer implementations by providing on-site assistance as directed and providing appropriate feedback to the greater sales team post turn up.
• Always follows the company Code of Ethics and NiCE policies and procedures.
• Communicate in an effective and professional way with customers in and outside of NiCE
• Regularly work a flexible schedule and may occasionally need to be available for off-hour activities.
• Maintain a working knowledge of NiCE products/services, competitive product lines, differentiators, and industry trends through self-education and NiCE's resources.
• Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and next steps.
• Work directly with NiCE product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancements and development.
• Provide product configuration and, in some cases, IVR scripting as required.
• Minimize NiCE's exposure to various contract liabilities by keeping project and task commitments. This includes applying an appropriate amount of tact by handling delicate situations appropriately to maximize customer satisfaction.
• Answer trouble calls/reports.
• Provide onsite and remote training, as required to ensure knowledge retention and comfort on the platform.
• Deliver help documentation and support, as needed.
• Provide escalated support to related corporate departments.
• Act as a product subject matter expert to cross-functional NiCE departments.
• Submit entries into a knowledge base designed to address common questions, advanced techniques, and best practices.
• Review service contacts, solutions overviews, statements of work, and other documents to align onboarding and training activities with intended goals and products purchased.

• ​BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required.
• ​5+ years in a service role in software, customer service, call/contact center, service delivery, or customer education and training
• Knowledge and experience with call/contact center metrics and operations
• Business to business consulting experience
• Business to business customer education experience
• Demonstrated technical problem-solving proficiency
• Excellent customer service and communication skills, both verbal and written
• Ability to appropriately prioritize and execute on assigned work in a fast-paced environment
• Proficient in Microsoft Office applications
• Able to work with little supervision and complete projects

• You can assess needs and consult on meeting those needs according to established best practices and standard operating procedures.
• You can take complex technical concepts and clearly explain them to technical and non-technical audiences
• You're a natural teacher - people come to you when they want to learn a new skill, even if it's not something you're an expert in
• You love being an expert, and you constantly (and creatively) seek out how to become the expert on new topics
• You can be both strategic and execute on a strategy
• People love working on projects with you
• You're passionate about improving the lives of the people you work with, and you believe new skills and additional knowledge are one way to do that

• Business to business software training experience
• Experience in contact center operations or agent management
• Experience with the NiCE CXone Mpower Omnichannel Routing product

NICE Systems