About the job
At NiCE, we believe in pushing boundaries and embracing challenges. Our ambition fuels our passion for innovation, and we pride ourselves on exceeding the highest standards. If you're driven by excellence and eager for a rewarding career, we invite you to join us.
What does the role entail?
We are seeking a skilled Technical Customer Success Manager to empower our Customer Success Managers (CSMs) by delivering profound technical knowledge across a diverse portfolio of enterprise customers. This position is pivotal in enhancing technical expertise within our Customer Success team and serves as the technical foundation for daily account interactions.
You will engage in a one-to-many model, collaborating with multiple CSMs to support approximately 30–50 customer accounts. Your primary responsibilities will include addressing technical inquiries, providing guidance on best practices, and assisting customers in the design, operation, and optimization of conversational AI solutions built on the Cognigy platform.
This role merges Customer Success, Product, and Conversational AI expertise.
How will you contribute to our success?
- Serve as a shared technical resource for CSMs across various enterprise accounts.
- Assist CSMs with technical aspects of platform usage, solution design, product functionality, demonstrations, and best practices.
- Deliver prompt responses to technical questions from CSMs and, when appropriate, directly from customers.
- Act as an escalation point for complex inquiries regarding operational procedures.
Conversational AI & Platform Expertise
- Guide customers on conversational AI best practices, including dialog design, intent modeling, and flow orchestration.
- Support NLU configuration, training, testing, and optimization.
- Provide insights into applying generative AI and agentic AI concepts within enterprise conversational solutions.
- Help customers navigate the platform's capabilities, limitations, and recommended strategies.

