Customer Success, CX
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.The Customer Success The Customer Success partners with clients throughout their lifecycle to ensure they realize value from the Proactive AI Agent platform. Working closely with Sales, Professional Services, Configuration, Product, and Development teams, the Customer Success organization is responsible for driving adoption, value realization, retention, and growth. Proactive AI Agents is a cloud-hosted conversational AI platform and part of the NICE CXone suite of customer engagement solutions. The platform enables organizations to proactively engage customers across digital channels through artificial intelligence, natural language processing, and automation, helping improve customer experiences while reducing operational costs. Role Purpose Support the successful delivery, adoption, and ongoing optimization of customer journeys implemented through the Proactive AI Agent platform. Partner with internal teams and customer stakeholders to design, configure, implement, and enhance solutions that deliver measurable business outcomes while ensuring long-term customer success and retention. Key Responsibilities Support the successful delivery and ongoing optimization of client journeys through execution of customer success and professional services plans. Partner with Sales, Professional Services, and Business Intelligence teams to implement solutions aligned with client business objectives. Own the operational health of assigned client accounts by monitoring adoption, engagement, and business outcomes. Identify and communicate risks, opportunities, and recommendations to support customer success and retention. Develop a strong understanding of client business processes, requirements, and success measures. Deliver high-quality technical implementations, solution configurations, and validation activities in accordance with established standards and best practices. Serve as a primary day-to-day contact for assigned accounts, building trusted working relationships with operational stakeholders. Translate business requirements into technical solution designs and configuration requirements. Monitor, analyze, and communicate client performance metrics, platform utilization, and value realization. Support client adoption of new platform capabilities and functionality. Collaborate across delivery, customer experience, security, and technical teams to ensure successful project outcomes. Participate in solution planning, implementation, go-live support, and ongoing optimization activities. Operate within Agile or similar project delivery methodologies to support project execution. Maintain accountability for assigned deliverables, client commitments, and workstreams. Iden...