Customer Education and Enablement Manager, CX

So, what's the role all about?

​Customer Education and Enablement is an implementation offering that provides a comprehensive level of engagement to our customers.  We tailor each customer's onboarding and enablement experience to reflect their specific business need.   We facilitate education sessions, help manage the change to our software, smooth the transition between departments, and continue building on the partnership our sales and implementation teams have established.  With each engagement we seek to provide the right product knowledge to the right people at the right time.  The Customer Education and Enablement Management provides remote consultation, guidance, and training prior to, during, and after project go live.  We work closely with site admins, managers, supervisors & agents to understand exactly where their pain points are (or where they are going to be), and then partner with them until they demonstrate proficiencies in all areas of the platform.  Our customers will not transition out of onboarding until the Customer Education and Enablement Manager has signed off that these proficiencies have been demonstrated.

Client interaction will be done over the phone and/or via virtual meeting platforms, with face-to-face meetings as deemed necessary and/or appropriate, as may be outlined in the customer's contract. The Customer Education and Enablement Manager will work both independently and in concert with the Professional Services, Technical Services and Education Services teams. Together, these teams are responsible to ensure both customer longevity and systematic growth. The Customer Education and Enablement Manager is also an organizational leader and is expected to serve as a mentor and coach for junior staff.

How will you make an impact?

• 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.

Have you got what it takes?

• ​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're a great fit if you…

• 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

You will have an advantage if you also have:

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

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.​

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

Enjoy NICE-FLEX

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID:8487 Reporting into:Manager, Education, CX

Role Type:Individual Contributor