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Technical Customer Success Manager

5 months ago
United States
Mid Level
Customer Success Manager
Artificial Intelligence and Machine Learning
CRM Generative AI LLM
Apply Now
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
View All Jobs 14

Description

  • Act as a shared technical resource for Customer Success Managers across multiple enterprise accounts.
  • Respond to technical questions from CSMs and, when appropriate, directly from customers in a timely manner.
  • Serve as an escalation point for complex questions about how the platform works and how solutions should be implemented.
  • 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 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 in contact center environments across voice and digital channels.
  • Provide high-level guidance on integrations with CCaaS, CRM, and backend systems.
  • Collaborate with Support, Product, Engineering, and Professional Services to resolve customer issues and share feedback.
  • Contribute to internal documentation, enablement materials, and best-practice guides for CSMs.
  • Help standardize technical guidance and improve internal processes to scale support across the customer base.

Requirements

  • 3–5 years of experience in conversational AI, virtual agents, or intelligent automation.
  • Experience in a customer-facing technical role such as 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, generative AI, and agentic AI.
  • 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 managing multiple customers and priorities.
  • Clear communication skills with a pragmatic, solution-oriented mindset.
  • Curiosity and interest in staying current with advancements in conversational and generative AI.
  • Hands-on experience with enterprise conversational AI platforms is preferred.
  • Familiarity with Cognigy or similar products is preferred.
  • Experience with voice automation and CCaaS integrations is preferred.

Benefits

  • NiCE is an equal opportunity employer.
  • The role sits within NiCE Cognigy, backed by global CX leader NiCE.
  • Opportunity to work on an AI-first CX platform used across 100+ languages and enterprise systems.
  • Exposure to a global organization with over 8,500 employees across 30+ countries.
  • Work for a company whose software is used by 25,000+ global businesses, including 85 of the Fortune 100.

Interested in this position?

Apply directly on the company website

Apply Now

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