NICE

Technical Customer Success Manager

NICE

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
conversational AINLU configurationdialog designintent modelingflow orchestrationgenerative AIagentic AIconversation behavior analysiscontact center operationscustomer service workflows
Soft Skills
clear communicationsolution-oriented mindsetcustomer focusownershipcuriositycollaborationproblem-solvingtechnical explanationdocumentation skillsprocess improvement