AI-Driven Customer Success & CX Specialist

Nice Ltd.; Manila; On-site; PHP 502,000 - 1,116,000; Full time

Job summary

NiCE is seeking a Customer Success professional to partner with clients throughout their lifecycle, ensuring value from the Proactive AI Agent platform. You will collaborate with Sales, Professional Services, Configuration, Product, and Development teams to drive adoption, retention, and growth across SaaS deployments in a cloud environment.

In this individual contributor role, you will design, configure, and optimize customer journeys, translate business needs into technical configurations,

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Experience in Customer Success, Professional Services, Account Management, Service Delivery, or a customer-facing role within a SaaS, cloud, or technology environment.
• Ability to gather requirements, understand business processes, and contribute to solution design activities.
• Strong commercial awareness and understanding of customer lifecycle management.
• Strong analytical skills with experience using Excel, reporting platforms, or business intelligence tools.
• Strong verbal and written communication skills.
• Demonstrated ability to build trusted customer relationships and manage stakeholder expectations.
• Experience working with large organizations and navigating complex stakeholder environments.
• Ability to manage multiple customer accounts, projects, or workstreams simultaneously.

Responsibilities

• Support the successful delivery and ongoing optimization of client journeys through execution of customer success and professional services plans.
• Partner with Sales, Professional Services, and Business Intelligence teams to implement solutions aligned with client business objectives.
• Own the operational health of assigned client accounts by monitoring adoption, engagement, and business outcomes.
• Identify and communicate risks, opportunities, and recommendations to support customer success and retention.
• Develop a strong understanding of client business processes, requirements, and success measures.
• Deliver high-quality technical implementations, solution configurations, and validation activities in accordance with established standards and best practices.
• Serve as a primary day-to-day contact for assigned accounts, building trusted working relationships with operational stakeholders.
• Translate business requirements into technical solution designs and configuration requirements.
• Monitor, analyze, and communicate client performance metrics, platform utilization, and value realization.
• Support client adoption of new platform capabilities and functionality.
• Collaborate across delivery, customer experience, security, and technical teams to ensure successful project outcomes.
• Participate in solution planning, implementation, go-live support, and ongoing optimization activities.
• Operate within Agile or similar project delivery methodologies to support project execution.
• Maintain accountability for assigned deliverables, client commitments, and workstreams.
• Identify opportunities for continuous improvement, enhanced customer outputs, and expansion of platform value.

Skills

Communication skills

Analytical skills

Requirements gathering

Customer-facing

Stakeholder management

Multi-account management

Education

Bachelor’s degree or equivalent

Tools

Excel

BI tools

Job description

NiCE is seeking a Customer Success professional to partner with clients throughout their lifecycle, ensuring value from the Proactive AI Agent platform. You will collaborate with Sales, Professional Services, Configuration, Product, and Development teams to drive adoption, retention, and growth across SaaS deployments in a cloud environment.

In this individual contributor role, you will design, configure, and optimize customer journeys, translate business needs into technical configurations,