283 Enablement Manager jobs in the Philippines

Job Description

Education :

• Bachelor's Degree preferred

Experience:

• 2 years of management experience
• Training delivery and adult learning experience

Mandatory Skills:

• Ability to participate and influence project decisions
• Highly developed decision-making and problem-solving skills
• Strong written and verbal communication skills
• Ability to handle multiple assignments, projects and deliverables simultaneously
• Ability to work under pressure with flexible hours
• Ability to manage in a virtual environment
• Proven relationship building
• Ability to work cross functionally and think about big picture impacts
• AGILE knowledge or certification is a plus
• Excel, PPT, Word, OneNote, OneGuide and Medical knowledge

Roles & responsibilities :

• Manage 2-5 direct reports and 40+ Enablement staff members
• Lead quality performance coaching forums for specific call products
• Maintain and adapt to training model needs
• Comprehensive business knowledge to apply varying perspectives when developing solutions
• Create complex visuals for review by all levels of leadership
• Work in a matrix environment and interact or present to all levels of leadership
• Excellent written and oral communication skills
• Hosts and engages audiences when leading meetings

Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery. This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support.

The Manager Expert Enablement will collaboratively carry out the subscriber retention strategy set. He/she will be responsible for developing and implementing the tactical plans and creative content that support these initiatives, including a focus on sales-driving behaviors and customer retention efforts. He/she will also inform the development and continuous analysis of key performance indicators. They will be responsible for understanding the Expert-level behaviors behind the indicators and in collaboration with other key stakeholders (Operations, Process Improvement, Compensation, etc.), ensuring that incentive programs are reinforcing desired behaviors. These behaviors should support the larger operational objectives and result in the organization meeting certain key AOP initiatives.

OVERVIEW:

Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery. This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support.

The Manager Expert Enablement will collaboratively carry out the subscriber retention strategy set. He/she will be responsible for developing and implementing the tactical plans and creative content that support these initiatives, including a focus on sales-driving behaviors and customer retention efforts. He/she will also inform the development and continuous analysis of key performance indicators. They will be responsible for understanding the Expert-level behaviors behind the indicators and in collaboration with other key stakeholders (Operations, Process Improvement, Compensation, etc.), ensuring that incentive programs are reinforcing desired behaviors. These behaviors should support the larger operational objectives and result in the organization meeting certain key AOP initiatives.

DUTIES AND RESPONSIBILITIES:

• Build relationships with key stakeholders within the Expert Performance and Operations teams
• Collaboratively architect and implement tactical plan of action, tools, and trainings focused on Expert sales and customer retention
• Lead aspects of process improvement for the sales and subscriber retention strategy and projects including cost/benefit analysis, process analysis, data analysis, solutioning, and implementation
• Partner Expert Enablement and support teams to optimize incentive programs across the Customer Solutions organization
• Assist in developing training materials for frontline Experts and leaders that help support desired behaviors; partner with cross-functional teams (Instructional Design, Learning & Development, etc.) to design and deploy
• Work with Operations leaders to implement and evaluate sales initiatives; independently make real-time decisions to adjust or correct strategies or expectations as needed
• Partner with Quality leaders to make sure customer experience is protected and contractual obligations are met as part of KPI development
• Maintain up-to-date knowledge of all Customer Solutions initiatives with particular focus on financial performance and metric interdependencies
• Provide insight to and support incentive plan communications as needed
• Demonstrate functional understanding of company's core financial performance
• Responsible for meeting and exceeding timing, goals, and objectives on assignments
• Develops and delivers presentations to senior leadership to communicate proposals, initiatives, and progress

EXPERIENCE:

• Ability to build and maintain relationships and partner effectively across diverse internal organizations
• Proven ability to lead & develop team of technically-minded individuals
• Strong analytical and problem-solving skills
• Proactively identify and meet customer needs
• Excellent communication, interpersonal and organizational skills with a hands-on management style
• Ability to take detailed technical observations and roll-up to a strategic vision around which other teams can organize
• Strong ability to present both strategy and performance of execution to executive leadership team on a weekly basis
• Experience leading strategic business transformational activities
• Experience in supporting call-center operations
• Experience using Microsoft Office Suite products such as Excel, Access, Visio and PowerPoint

DESIRED QUALIFICATIONS:

• Bachelor's Degree with relevant experience; advances degree encouraged
• 3-5 years' work experience in a related field such as sales or operations
• Black Belt certification encouraged
• 3-5 years collaborating with senior leaders to recommend, plan, and execute organizational initiatives

About the Role

Our client is seeking two
Sales Enablement Managers
to support the growth of a consulting firm and a publishing/content creation brand. This is a
remote role
ideal for professionals with strong experience in business operations, sales strategy, and cross-functional leadership.

You'll play a key role in driving performance, overseeing talent, and enabling brand growth through structured processes, strategic planning, and sales/marketing alignment.

Key Responsibilities

• Develop and execute quarterly business plans and KPIs.
• Lead sales enablement initiatives to optimize funnels and improve conversion.
• Manage remote teams, ensuring accountability and high performance.
• Oversee operations across consulting and publishing divisions.
• Collaborate closely with the founder to provide strategic insights and business health reporting.

Requirements

• 5–7 years of experience
  in sales enablement, business operations, or startup leadership.
• Proven success in
  growing brands from the ground up
  .
• Strong understanding of
  U.S. business culture and client expectations
  .
• Excellent leadership, communication, and organizational skills.
• Experience with
  Notion, Slack, Trello, HubSpot, and Google Workspace
  .
• Ability to work independently in a fast-paced, remote environment.

Preferred Experience

• Background in sales enablement within consulting, publishing, or startup settings.
• Prior experience managing remote teams across multiple regions.

Compensation & Contract

• Hourly rate, depending on experience.
• Type:
  Employee
  (long-term, indefinite).

Functionality: CSO, Business; Client Success
Boundless Inc.

Cebu, Philippines

Your Mission
As a Customer Success Enablement Manager at Boundless, you'll drive operational efficiency and enhance client satisfaction by supporting immigration case progression, maintaining data accuracy, and facilitating internal alignment. You'll partner with our attorneys, project managers, customers, and cross-functional stakeholders to keep our cases on track and our clients informed. Your work will enable the legal team to focus on high-impact legal services by coordinating essential documentation, surfacing risk indicators, and identifying operational improvements. You'll serve as a second-in-command on your work group—ready to step in when needed, while building toward long-term ownership.

What You Will Do
In this role, you will:

• Coordinate with clients, HR teams, and attorneys to collect case documentation and initiate requests to third-party vendors (e.g., translation services, education evaluations, expert opinions).
• Monitor and escalate at-risk cases (e.g., PWDs, PERMs, LCAs) through routine reporting tools; ensure proactive follow-up and legal review.
• Track missed case projections and flag them for legal or strategic escalation, identifying impacts to compliance or growth.
• Maintain accurate data across internal systems (case management tools, Ellis) and support data cleanup initiatives tied to compliance, revenue, and reporting.
• Collaborate cross-functionally to create ad hoc reports and present insights on process gaps, pod metrics, or account health.
• Provide high-quality, timely communication to corporate clients and international employees, triaging questions or routing inquiries to appropriate stakeholders.
• Act as a Boundless platform power user—surface UI/UX feedback from the client experience and translate user needs into clear feature suggestions or fixes.
• Partner with the team on knowledgebase and Help Center content, suggesting edits or creating entries to improve client education.
• Provide additional coverage for Project Manager during time away, ensuring continuity across open cases and customer communications.
• Navigate government portals (e.g., FLAG, DOL wage tools, SWA systems) confidently to assist with tasks like setting up accounts, checking form timelines, or identifying regulatory nuances.
• Stay updated on product and immigration changes, attending company-organized training sessions and workshops to enhance knowledge and ensure a positive client experience.

About You

• Experience in a high-volume operations or client-facing environment, ideally in immigration, legal, or HR services
• Exceptional organization and communication skills; able to synthesize information and relay it clearly across teams and clients
• Detail-oriented, with a proactive mindset toward issue spotting and escalation
• Familiarity with immigration processes (H-1B, TN, L-1, PERM, I-140) and comfort speaking to timelines, documentation, and stakeholders
• Data- and process-savvy; you're comfortable interpreting internal reports, dashboards, and case tools, and using them to recommend improvements
• Thrive in a remote, fast-paced environment; you know how to prioritize, self-manage, and stay aligned with team goals
• Demonstrated ability to juggle multiple tasks, meet deadlines, and pivot when priorities shift

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.

So, what's the role all about?
Customer Education and Enablement is an implementation offering that provides a comprehensive level of engagement to our customers. We tailor each customer's onboarding and enablement experience to reflect their specific business need. We facilitate education sessions, help manage the change to our software, smooth the transition between departments, and continue building on the partnership our sales and implementation teams have established. With each engagement we seek to provide the right product knowledge to the right people at the right time. The Customer Education and Enablement Management provides remote consultation, guidance, and training prior to, during, and after project go live. We work closely with site admins, managers, supervisors & agents to understand exactly where their pain points are (or where they are going to be), and then partner with them until they demonstrate proficiencies in all areas of the platform. Our customers will not transition out of onboarding until the Customer Education and Enablement Manager has signed off that these proficiencies have been demonstrated.

Client interaction will be done over the phone and/or via virtual meeting platforms, with face-to-face meetings as deemed necessary and/or appropriate, as may be outlined in the customer's contract. The Customer Education and 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 Education and Enablement Manager is also an organizational leader and is expected to serve as a mentor and coach for junior staff.

How will you make an impact?

• Become intimately familiar with a customer's contact center and business to become the trusted advisor to the customer through their NICE education and onboarding process.
• Set and manage customer expectations and ensures education and onboarding goals align with customer goals/KPIs.
• Create education/onboarding plans for customers and executes on those plans.
• Provide initial assessment meetings and possibly onsite visits to coordinate and conduct training and consulting, as appropriate.
• Contribute to business area assessment, user needs analysis, and product configuration recommendation.
• Contextualize product knowledge for customers and helps institute best practices with product configuration and education processes.
• Act as an education and product knowledge resource to the customer during the post go live phase of a project.
• Proactively and effectively identify customer needs and overcomes objections to proposed solutions by performing benefits assessments for customers and gaining detailed understanding of their environment.
• Provide insight and feedback on technical issues to immediate supervisor and other outside groups.
• Work with NiCE 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.
• Always follows the company Code of Ethics and NiCE policies and procedures.
• Communicate in an effective and professional way with customers in and outside of NiCE
• Regularly work a flexible schedule and may occasionally need to be available for off-hour activities.
• Maintain a working knowledge of NiCE products/services, competitive product lines, differentiators, and industry trends through self-education and NiCE's resources.
• Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and next steps.
• Work directly with NiCE product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancements and development.
• Provide product configuration and, in some cases, IVR scripting as required.
• Minimize NiCE's exposure to various contract liabilities by keeping project and task commitments. This includes applying an appropriate amount of tact by handling delicate situations appropriately to maximize customer satisfaction.
• Answer trouble calls/reports.
• Provide onsite and remote training, as required to ensure knowledge retention and comfort on the platform.
• Deliver help documentation and support, as needed.
• Provide escalated support to related corporate departments.
• Act as a product subject matter expert to cross-functional NiCE departments.
• Submit entries into a knowledge base designed to address common questions, advanced techniques, and best practices.
• Review service contacts, solutions overviews, statements of work, and other documents to align onboarding and training activities with intended goals and products purchased.

Have you got what it takes?

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required.
• 5+ years in a service role in software, customer service, call/contact center, service delivery, or customer education and training
• Knowledge and experience with call/contact center metrics and operations
• Business to business consulting experience
• Business to business customer education experience
• Demonstrated technical problem-solving proficiency
• Excellent customer service and communication skills, both verbal and written
• 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

You're a great fit if you…

• You can assess needs and consult on meeting those needs according to established best practices and standard operating procedures.
• You can take complex technical concepts and clearly explain them to technical and non-technical audiences
• You're 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
• You love being an expert, and you constantly (and creatively) seek out how to become the expert on new topics
• You can be both strategic and execute on a strategy
• People love working on projects with you
• You're 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

You will have an advantage if you also have:

• Business to business software training experience
• Experience in contact center operations or agent management
• Experience with the NiCE CXone Mpower Omnichannel Routing product

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
What's in it for you?
Join 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

Enjoy NICE-FLEX
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID:
8485

Reporting into:
Manager, Education, CX

Role Type:
Individual Contributor

About NiCE
NICE 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.
Known 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.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

So, what's the role all about?

Customer Education and Enablement is an implementation offering that provides a comprehensive level of engagement to our customers.  We tailor each customer's onboarding and enablement experience to reflect their specific business need.   We facilitate education sessions, help manage the change to our software, smooth the transition between departments, and continue building on the partnership our sales and implementation teams have established.  With each engagement we seek to provide the right product knowledge to the right people at the right time.  The Customer Education and Enablement Management provides remote consultation, guidance, and training prior to, during, and after project go live.  We work closely with site admins, managers, supervisors & agents to understand exactly where their pain points are (or where they are going to be), and then partner with them until they demonstrate proficiencies in all areas of the platform.  Our customers will not transition out of onboarding until the Customer Education and Enablement Manager has signed off that these proficiencies have been demonstrated.

Client interaction will be done over the phone and/or via virtual meeting platforms, with face-to-face meetings as deemed necessary and/or appropriate, as may be outlined in the customer's contract. The Customer Education and 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 Education and Enablement Manager is also an organizational leader and is expected to serve as a mentor and coach for junior staff.

How will you make an impact?

• Become intimately familiar with a customer's contact center and business to become the trusted advisor to the customer through their NICE education and onboarding process.
• Set and manage customer expectations and ensures education and onboarding goals align with customer goals/KPIs.
• Create education/onboarding plans for customers and executes on those plans.
• Provide initial assessment meetings and possibly onsite visits to coordinate and conduct training and consulting, as appropriate.
• Contribute to business area assessment, user needs analysis, and product configuration recommendation.
• Contextualize product knowledge for customers and helps institute best practices with product configuration and education processes.
• Act as an education and product knowledge resource to the customer during the post go live phase of a project.
• Proactively and effectively identify customer needs and overcomes objections to proposed solutions by performing benefits assessments for customers and gaining detailed understanding of their environment.
• Provide insight and feedback on technical issues to immediate supervisor and other outside groups.
• Work with NiCE 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.
• Always follows the company Code of Ethics and NiCE policies and procedures.
• Communicate in an effective and professional way with customers in and outside of NiCE
• Regularly work a flexible schedule and may occasionally need to be available for off-hour activities.
• Maintain a working knowledge of NiCE products/services, competitive product lines, differentiators, and industry trends through self-education and NiCE's resources.
• Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and next steps.
• Work directly with NiCE product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancements and development.
• Provide product configuration and, in some cases, IVR scripting as required.
• Minimize NiCE's exposure to various contract liabilities by keeping project and task commitments. This includes applying an appropriate amount of tact by handling delicate situations appropriately to maximize customer satisfaction.
• Answer trouble calls/reports.
• Provide onsite and remote training, as required to ensure knowledge retention and comfort on the platform.
• Deliver help documentation and support, as needed.
• Provide escalated support to related corporate departments.
• Act as a product subject matter expert to cross-functional NiCE departments.
• Submit entries into a knowledge base designed to address common questions, advanced techniques, and best practices.
• Review service contacts, solutions overviews, statements of work, and other documents to align onboarding and training activities with intended goals and products purchased.

Have you got what it takes?

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required.
• 5+ years in a service role in software, customer service, call/contact center, service delivery, or customer education and training
• Knowledge and experience with call/contact center metrics and operations
• Business to business consulting experience
• Business to business customer education experience
• Demonstrated technical problem-solving proficiency
• Excellent customer service and communication skills, both verbal and written
• 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

You're a great fit if you…

• You can assess needs and consult on meeting those needs according to established best practices and standard operating procedures.
• You can take complex technical concepts and clearly explain them to technical and non-technical audiences
• You're 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
• You love being an expert, and you constantly (and creatively) seek out how to become the expert on new topics
• You can be both strategic and execute on a strategy
• People love working on projects with you
• You're 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

You will have an advantage if you also have:

• Business to business software training experience
• Experience in contact center operations or agent management
• Experience with the NiCE CXone Mpower Omnichannel Routing product

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

What's in it for you?

Join 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

Enjoy NICE-FLEX

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID:8487 Reporting into:Manager, Education, CX

Role Type:Individual Contributor

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.

So, what's the role all about?

Customer Education and Enablement is an implementation offering that provides a comprehensive level of engagement to our customers. We tailor each customer's onboarding and enablement experience to reflect their specific business need. We facilitate education sessions, help manage the change to our software, smooth the transition between departments, and continue building on the partnership our sales and implementation teams have established. With each engagement we seek to provide the right product knowledge to the right people at the right time. The Customer Education and Enablement Management provides remote consultation, guidance, and training prior to, during, and after project go live. We work closely with site admins, managers, supervisors & agents to understand exactly where their pain points are (or where they are going to be), and then partner with them until they demonstrate proficiencies in all areas of the platform. Our customers will not transition out of onboarding until the Customer Education and Enablement Manager has signed off that these proficiencies have been demonstrated.

Client interaction will be done over the phone and/or via virtual meeting platforms, with face-to-face meetings as deemed necessary and/or appropriate, as may be outlined in the customer's contract. The Customer Education and 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 Education and Enablement Manager is also an organizational leader and is expected to serve as a mentor and coach for junior staff.

How will you make an impact?

• Become intimately familiar with a customer's contact center and business to become the trusted advisor to the customer through their NICE education and onboarding process.
• Set and manage customer expectations and ensures education and onboarding goals align with customer goals/KPIs.
• Create education/onboarding plans for customers and executes on those plans.
• Provide initial assessment meetings and possibly onsite visits to coordinate and conduct training and consulting, as appropriate.
• Contribute to business area assessment, user needs analysis, and product configuration recommendation.
• Contextualize product knowledge for customers and helps institute best practices with product configuration and education processes.
• Act as an education and product knowledge resource to the customer during the post go live phase of a project.
• Proactively and effectively identify customer needs and overcomes objections to proposed solutions by performing benefits assessments for customers and gaining detailed understanding of their environment.
• Provide insight and feedback on technical issues to immediate supervisor and other outside groups.
• Work with NiCE 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.
• Always follows the company Code of Ethics and NiCE policies and procedures.
• Communicate in an effective and professional way with customers in and outside of NiCE
• Regularly work a flexible schedule and may occasionally need to be available for off-hour activities.
• Maintain a working knowledge of NiCE products/services, competitive product lines, differentiators, and industry trends through self-education and NiCE's resources.
• Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and next steps.
• Work directly with NiCE product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancements and development.
• Provide product configuration and, in some cases, IVR scripting as required.
• Minimize NiCE's exposure to various contract liabilities by keeping project and task commitments. This includes applying an appropriate amount of tact by handling delicate situations appropriately to maximize customer satisfaction.
• Answer trouble calls/reports.
• Provide onsite and remote training, as required to ensure knowledge retention and comfort on the platform.
• Deliver help documentation and support, as needed.
• Provide escalated support to related corporate departments.
• Act as a product subject matter expert to cross-functional NiCE departments.
• Submit entries into a knowledge base designed to address common questions, advanced techniques, and best practices.
• Review service contacts, solutions overviews, statements of work, and other documents to align onboarding and training activities with intended goals and products purchased.

Have you got what it takes?

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required.
• 5+ years in a service role in software, customer service, call/contact center, service delivery, or customer education and training
• Knowledge and experience with call/contact center metrics and operations
• Business to business consulting experience
• Business to business customer education experience
• Demonstrated technical problem-solving proficiency
• Excellent customer service and communication skills, both verbal and written
• 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

You're a great fit if you…

• You can assess needs and consult on meeting those needs according to established best practices and standard operating procedures.
• You can take complex technical concepts and clearly explain them to technical and non-technical audiences
• You're 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
• You love being an expert, and you constantly (and creatively) seek out how to become the expert on new topics
• You can be both strategic and execute on a strategy
• People love working on projects with you
• You're 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

You will have an advantage if you also have:

• Business to business software training experience
• Experience in contact center operations or agent management
• Experience with the NiCE CXone Mpower Omnichannel Routing product

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

What's in it for you?

Join 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

Enjoy NICE-FLEX

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 8487

Reporting into: Manager, Education, CX

Role Type: Individual Contributor

About NiCE

NICE 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.

Known 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.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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.

So, what's the role all about?

Customer Education and Enablement is an implementation offering that provides a comprehensive level of engagement to our customers. We tailor each customer's onboarding and enablement experience to reflect their specific business need. We facilitate education sessions, help manage the change to our software, smooth the transition between departments, and continue building on the partnership our sales and implementation teams have established. With each engagement we seek to provide the right product knowledge to the right people at the right time. The Customer Education and Enablement Management provides remote consultation, guidance, and training prior to, during, and after project go live. We work closely with site admins, managers, supervisors & agents to understand exactly where their pain points are (or where they are going to be), and then partner with them until they demonstrate proficiencies in all areas of the platform. Our customers will not transition out of onboarding until the Customer Education and Enablement Manager has signed off that these proficiencies have been demonstrated.

Client interaction will be done over the phone and/or via virtual meeting platforms, with face-to-face meetings as deemed necessary and/or appropriate, as may be outlined in the customer's contract. The Customer Education and 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 Education and Enablement Manager is also an organizational leader and is expected to serve as a mentor and coach for junior staff.

How will you make an impact?

• Become intimately familiar with a customer's contact center and business to become the trusted advisor to the customer through their NICE education and onboarding process.
• Set and manage customer expectations and ensures education and onboarding goals align with customer goals/KPIs.
• Create education/onboarding plans for customers and executes on those plans.
• Provide initial assessment meetings and possibly onsite visits to coordinate and conduct training and consulting, as appropriate.
• Contribute to business area assessment, user needs analysis, and product configuration recommendation.
• Contextualize product knowledge for customers and helps institute best practices with product configuration and education processes.
• Act as an education and product knowledge resource to the customer during the post go live phase of a project.
• Proactively and effectively identify customer needs and overcomes objections to proposed solutions by performing benefits assessments for customers and gaining detailed understanding of their environment.
• Provide insight and feedback on technical issues to immediate supervisor and other outside groups.
• Work with NiCE 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.
• Always follows the company Code of Ethics and NiCE policies and procedures.
• Communicate in an effective and professional way with customers in and outside of NiCE
• Regularly work a flexible schedule and may occasionally need to be available for off-hour activities.
• Maintain a working knowledge of NiCE products/services, competitive product lines, differentiators, and industry trends through self-education and NiCE's resources.
• Develop and present customized presentations to assigned clients that both quantify and qualify product/service usage, realized benefits, achievements, opportunities, and next steps.
• Work directly with NiCE product management to deliver feedback from clients to best facilitate ideas and drive innovation for future product enhancements and development.
• Provide product configuration and, in some cases, IVR scripting as required.
• Minimize NiCE's exposure to various contract liabilities by keeping project and task commitments. This includes applying an appropriate amount of tact by handling delicate situations appropriately to maximize customer satisfaction.
• Answer trouble calls/reports.
• Provide onsite and remote training, as required to ensure knowledge retention and comfort on the platform.
• Deliver help documentation and support, as needed.
• Provide escalated support to related corporate departments.
• Act as a product subject matter expert to cross-functional NiCE departments.
• Submit entries into a knowledge base designed to address common questions, advanced techniques, and best practices.
• Review service contacts, solutions overviews, statements of work, and other documents to align onboarding and training activities with intended goals and products purchased.

Have you got what it takes?

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required.
• 5+ years in a service role in software, customer service, call/contact center, service delivery, or customer education and training
• Knowledge and experience with call/contact center metrics and operations
• Business to business consulting experience
• Business to business customer education experience
• Demonstrated technical problem-solving proficiency
• Excellent customer service and communication skills, both verbal and written
• 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

You're a great fit if you…

• You can assess needs and consult on meeting those needs according to established best practices and standard operating procedures.
• You can take complex technical concepts and clearly explain them to technical and non-technical audiences
• You're 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
• You love being an expert, and you constantly (and creatively) seek out how to become the expert on new topics
• You can be both strategic and execute on a strategy
• People love working on projects with you
• You're 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

You will have an advantage if you also have:

• Business to business software training experience
• Experience in contact center operations or agent management
• Experience with the NiCE CXone Mpower Omnichannel Routing product

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

What's in it for you?

Join 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

Enjoy NICE-FLEX

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 8485

Reporting into: Manager, Education, CX

Role Type: Individual Contributor

About NiCE

NICE 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.

Known 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.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.