Technical Customer Success Manager

NiCE is an innovative company specializing in AI-driven customer experience solutions. They are seeking a Technical Customer Success Manager to provide technical expertise and support for a portfolio of enterprise customers, focusing on conversational AI solutions and best practices.

Responsibilities:

• 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
• Structured, organized, and comfortable juggling multiple customers and priorities
• 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
• Hands-on experience with enterprise conversational AI platforms
• Familiarity with Cognigy or similar products
• Experience working with voice automation and CCaaS integrations