Product Customer Success Manager

1 hour, 38 minutes ago
Mid Level
Product Management
Nice Côte d'Azur

Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure
Founded 1960

Description

  • Serve as the primary regional technical Customer Success expert for NiCE Cognigy accounts.
  • Provide authoritative guidance on platform usage, architecture, and best practices to CSMs and customers.
  • Support CSMs with technical topics including solution design, product functionality, demos, and platform usage.
  • Respond promptly to technical questions from CSMs and customers.
  • Act as the technical expert before involving Support or Professional Services.
  • Assess account health, identify risks and adoption gaps, and work with CSMs to address them.
  • Advise on whether customer cases require Professional Services engagement and support handover when needed.
  • Advise customers on conversational AI best practices, including dialog design, intent modelling, flow orchestration, and generative or agentic AI patterns.
  • Support agentic configuration, training, testing, and optimization to drive adoption of the latest platform capabilities.
  • Collaborate with Support, Product, Engineering, and Professional Services to resolve issues and surface systemic platform challenges.

Requirements

  • 3–5 years of experience in a technical customer-facing role such as Technical CSM, Solutions Consultant, or Implementation Consultant.
  • Experience in a Conversational AI, Contact Centre, or enterprise SaaS company.
  • Experience supporting enterprise customers in a one-to-many or scaled model.
  • Proven ability to deliver technical guidance and enablement to both technical and non-technical audiences.
  • Experience owning customer outcomes without dedicated Professional Services support.
  • Strong understanding of conversational AI fundamentals, including generative AI, LLM-based conversational systems, and agentic AI/multi-step orchestration patterns.
  • Hands-on proficiency with the Cognigy.AI platform or a comparable enterprise conversational AI platform.
  • Experience with flow design, agentic configuration, voice/chat channels, and integrations.
  • Solid understanding of contact centre operations and customer service workflows.
  • Ability to analyze conversational behaviour and explain technical concepts clearly to non-technical stakeholders.
  • Experience with Cognigy.AI flow design, NLU configuration, agent orchestration, and platform analytics is an advantage.
  • Experience running use-case innovation or platform discovery sessions with enterprise customers is an advantage.
  • Experience with voice automation and CCaaS integrations, particularly within NiCE CXone or similar platforms, is an advantage.
  • Background in Professional Services, pre-sales solution consulting, or implementation consulting at a Conversational AI or CX technology company is an advantage.

Benefits

  • Work at the forefront of enterprise conversational AI and generative AI innovation.
  • High-impact role influencing customer outcomes across a large portfolio.
  • Close collaboration with Product and Engineering teams.
  • International, fast-growing company with strong customer momentum.
  • Opportunity for ongoing learning and internal career growth across multiple roles, disciplines, domains, and locations.
  • Fast-paced, collaborative, and creative work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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