Customer Enablement Manager

Services Salt Lake City, Utah Remote, United States Job Number: 18647

Position at NICE CXone

Customer Enablement Manager 

Location: Salt Lake City, UT or Remote, USA

Customer Enablement is an implementation offering where the primary duty of the Customer Enablement Manager is to provide onsite and remote user support, guidance, troubleshooting, and training during project go live. We work closely with site admins, managers, supervisors & agents to troubleshoot issues, fill knowledge gaps, ensure proficiency, and solidify user adoption to the NICE CXone platform.  We tactically deliver on the consultative plan created by the Customer Onboarding Manager.  We work closely with the Customer Onboarding Manager and the rest of the project team to tailor each customer’s enablement experience to reflect their specific business need, coordinate go live support activities, and provide the Customer Onboarding Manager with status reports, customer proficiency evaluations, and any user issues.

The Customer Enablement Manager also troubleshoots and triages platform issues, such as agent connectivity issues, contact routing issues, and reporting issues.  We seek to quickly resolve issues using our knowledge of the platform and tools we have been provided.  Any issues we cannot resolve, we document and escalate the issue to the proper internal teams for resolution.

Client interaction can be onsite at the customer’s location, but it can also happen over the phone and/or via virtual meeting platforms.  The Customer Enablement Manager may also be asked to support international customers.  As such, the Customer Enablement Manager needs to be willing to occasionally work outside of normal business hours and can travel between 50%-75% of the time.  The Customer Enablement Manager will work both independently and in concert with the Professional Services, Technical Services, and Education Services teams. Together, these teams are responsible to ensure both customer longevity and systematic growth. The Customer Enablement Manager is also an organizational leader and is expected to serve as a product subject matter expert to consult others in the organizations as well as serve as a mentor and coach for junior staff.

Major Functions/Responsibilities:

TECHNICAL

  • Provide onsite user and platform support during customer cutovers
  • Provide technical configuration and, in some cases, scripting as required
  • Provide technical leadership, analysis, and enhancement
  • Troubleshoot user and platform issues to find root cause and either resolve issues or document and work with other team members to resolve issues
  • Identify and resolve all technical challenges as appropriate; execute duties in a thorough and timely manner
  • Work with other NICE CXone groups to troubleshoot and resolve telephony and network services prior to and after the customer is live on the NICE CXone platform
  • Provide onsite and remote training, as required to ensure knowledge retention and comfort on the platform
  • Regularly work flexible schedule and on-call services remotely or onsite with customers to coordinate and conduct training and user support, as appropriate
  • Travels up to 30% per month to and from client sites to provide user support during platform cutovers
  • Provide escalated technical support to related corporate departments
  • Act as a technical liaison in matters of support to cross-functional NICE CXone departments
  • Submit entries into a knowledge base designed to address common questions, advanced techniques and best practices
  • Provide insight and feedback on technical issues to immediate supervisor and other outside groups
  • Review technical logs to track root cause of issues and/or provide information to team members

BUSINESS

  • Maintain an expert knowledge of all relevant NICE CXone products/services, competitive product lines, differentiators and industry trends through self-education and NICE CXone's resources
  • Work directly with NICE CXone product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancements and development
  • Work with NICE CXone Implementation Team to play a role in smooth customer implementations by providing on-site assistance as directed and providing appropriate feedback to the greater sales team post turn up

Education Requirement:

  • Bachelor’s Degree in Computer Science, Business Information Systems or similar field or equivalent work experience required
Experience Requirements:
  • 6+ years in a Technical/Service role in software, telecommunications or in customer service, Call/contact center and/or service delivery
  • 3+ years in a technical support type role, where troubleshooting and resolving issues is a primary function, or
  • 3+ years in a technical education role where technical concepts and product knowledge and understanding were provided to end-users
  • Technical facilitation skills in a training role
  • Demonstrated technical problem-solving proficiency
  • Excellent analytical and advanced troubleshooting skills with end-users/customers
  • Excellent customer service and communication skills, both verbal and written
  • Knowledge and experience with call/contact center metrics and operations
  • Ability to appropriately prioritize and execute on assigned work in a fast-paced environment
  • Proficient in Microsoft Office applications
  • Able to work with little supervision and complete projects

Experience Preferred:

  • Business to business software training experience
  • Experience in contact center operations or agent management
  • Experience with the NICE CXone ACD/IVR product

You're a great fit if you…

  • Enjoy digging into technical details and troubleshooting to solve end-user issues
  • Take complex technical concepts and clearly explain them to technical and non-technical audiences
  • Are a natural teacher — people come to you when they want to learn a new skill, even if it's not something you're an expert in
  • Strive to be an expert, and you constantly (and creatively) seek out how to become the expert on new topics
  • Are highly sought after to collaborate and work with on projects
  • Can adapt in a high pace environment and work a flexible schedule
  • Are passionate about improving the lives of the people you work with, and you believe new skills and additional knowledge are one way to do that

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.