Technical Customer Success Manager

🕒 March 2

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Act as a shared technical resource for CSMs across multiple enterprise accounts • 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 an escalation point for complex 'how does this work' or 'how should we do this' questions • Advise customers on conversational AI best practices, including dialog design, intent modeling, and flow orchestration • Support NLU configuration, training, testing, and optimization • Provide guidance on the application of generative AI and agentic AI concepts within enterprise conversational solutions • Help customers understand platform capabilities, limitations, and recommended patterns • Support customers operating conversational AI solutions within contact center environments (voice and digital) • Provide high-level guidance on integrations with CCaaS, CRM, and backend systems • Help customers troubleshoot issues related to conversation behavior, routing, and experience design • Collaborate closely with Support, Product, Engineering, and Professional Services to resolve customer issues • Identify recurring themes, gaps, or improvement opportunities and feed insights back to internal teams • Contribute to internal documentation, enablement materials, and best-practice guides for CSMs • Help standardize technical guidance across the customer base • Enable CSMs to handle more technical conversations independently over time • Improve internal processes and documentation to support a growing enterprise customer footprint.

🎯 Requirements

• 3–5 years of experience in conversational AI, virtual agents, or intelligent automation • Experience in a customer-facing technical role (Customer Success, Solution Consulting, Technical Support, or Professional Services) • Experience supporting enterprise customers in a one-to-many or scaled model • Strong understanding of conversational AI fundamentals, including: • NLU concepts (intents, entities, training data, evaluation) • Generative AI and LLM-based conversational systems • Agentic AI and multi-step orchestration patterns • Solid understanding of contact center operations and customer service workflows • Ability to analyze conversational behavior and explain technical concepts to non-technical stakeholders • Clear communicator with a pragmatic, solution-oriented mindset • Curious and eager to stay current with advancements in conversational and generative AI • Strong sense of ownership and customer focus.

🏖️ Benefits

• Flexible working hours • Professional development