{"id":245568,"url":"https://alion.io/job/nice-customer-success-cx","title":"Customer Success, CX","company":{"id":6234,"name":"NICE","domain":"nice.com","url":"https://alion.io/company/nice","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":87,"open_postings":25,"ghost_share":0,"stale_share":0.52,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":23000,"period":"year","method":"role_country_seniority_unknown","sample_n":36},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"AI Agents","optional":false}],"status":"live","first_seen_at":"2026-08-07T15:43:05Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-13T12:39:28Z","board_verified":true,"closed_at":null,"days_open":98,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":97},"description":"At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.\nThe Customer Success\nThe Customer Success partners with clients throughout their lifecycle to ensure they realize value from the Proactive AI Agent platform. Working closely with Sales, Professional Services, Configuration, Product, and Development teams, the Customer Success organization is responsible for driving adoption, value realization, retention, and growth. \nProactive AI Agents is a cloud-hosted conversational AI platform and part of the NICE CXone suite of customer engagement solutions. The platform enables organizations to proactively engage customers across digital channels through artificial intelligence, natural language processing, and automation, helping improve customer experiences while reducing operational costs.\nRole Purpose\nSupport the successful delivery, adoption, and ongoing optimization of customer journeys implemented through the Proactive AI Agent platform. Partner with internal teams and customer stakeholders to design, configure, implement, and enhance solutions that deliver measurable business outcomes while ensuring long-term customer success and retention.\nKey Responsibilities\nSupport the successful delivery and ongoing optimization of client journeys through execution of customer success and professional services plans.\nPartner with Sales, Professional Services, and Business Intelligence teams to implement solutions aligned with client business objectives.\nOwn the operational health of assigned client accounts by monitoring adoption, engagement, and business outcomes.\nIdentify and communicate risks, opportunities, and recommendations to support customer success and retention.\nDevelop a strong understanding of client business processes, requirements, and success measures.\nDeliver high-quality technical implementations, solution configurations, and validation activities in accordance with established standards and best practices.\nServe as a primary day-to-day contact for assigned accounts, building trusted working relationships with operational stakeholders.\nTranslate business requirements into technical solution designs and configuration requirements.\nMonitor, analyze, and communicate client performance metrics, platform utilization, and value realization.\nSupport client adoption of new platform capabilities and functionality.\nCollaborate across delivery, customer experience, security, and technical teams to ensure successful project outcomes.\nParticipate in solution planning, implementation, go-live support, and ongoing optimization activities.\nOperate within Agile or similar project delivery methodologies to support project execution.\nMaintain accountability for assigned deliverables, client commitments, and workstreams.\nIdentify opportunities for continuous improvement, enhanced customer outcomes, and expansion of platform value.\n\nExperience and Skills \nBachelor’s degree or equivalent professional experience.\nExperience in Customer Success, Professional Services, Account Management, Service Delivery, or a customer-facing role within a SaaS, cloud, or technology environment.\nExperience supporting project delivery in an IT or customer-facing environment.\nAbility to gather requirements, understand business processes, and contribute to solution design activities.\nStrong commercial awareness and understanding of customer lifecycle management.\nStrong analytical skills with experience using Excel, reporting platforms, or business intelligence tools.\nStrong verbal and written communication skills.\nDemonstrated ability to build trusted customer relationships and manage stakeholder expectations.\nExperience working with large organizations and navigating complex stakeholder environments.\nAbility to manage multiple customer accounts, projects, or workstreams simultaneously.\nNiCE to have:\nExperience with conversational AI, automation, or customer experience technologies.\nExposure to Agile delivery methodologies.\nProject management certification or related qualifications.\nExperience creating business cases and presenting data-driven recommendations.\nAdvanced data analysis experience using reporting or BI tools.\nAttributes\nStrong relationship builder who can quickly establish credibility and trust.\nCommunicates technical concepts clearly to both technical and non-technical audiences.\nCurious, proactive, and eager to learn.\nDemonstrates accountability and ownership.\nCustomer-focused with strong problem-solving skills.\nOrganized and process-oriented.\nAdaptable and able to perform effectively in a fast-paced environment.\nAble to manage competing priorities and operate under stakeholder pressure.\nContinuously seeks opportunities to improve processes, outcomes, and technical expertise.\nWhat’s in it for you?\nJoin an ever-growing, market-disrupting, global company where the teams - comprised of the best of the best - work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!\nRequisition ID: 16411\nReporting into: Team Lead (Customer Success) / Manager, Professional Services\nRole Type: Individual Contributor\nInternal Role Title: Professional Services Engineer (Customer Success)\n About NiCE\nNICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. \nKnown as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. \nNiCE is proud to be an equal opportunity employer. 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