Customer Education and Enablement Manager

Summary

Join NICE and become a Customer Education and Enablement Manager, providing remote consultation, guidance, and training to clients before, during, and after project launch. You will work closely with customer teams to identify pain points and partner with them to achieve proficiency in using NICE's software. This role involves creating and executing onboarding plans, conducting training and consulting, and acting as a product knowledge resource. You will also collaborate with internal teams to ensure customer success and mentor junior staff. The position requires strong communication, problem-solving, and technical skills, along with experience in customer service, software, or contact center environments. Regular flexible scheduling and occasional off-hour availability are expected.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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