Strategic Solutions Expert

1 month ago

Sydney, New South Wales, Australia NICE Full time

We're on a mission to challenge our limits, set the highest standards, and execute beyond them. As a key member of our team at NICE, you'll have the opportunity to work on ambitious projects, drive business growth, and make a lasting impact.



About the Role

This is a customer-facing position that requires a consultative approach to engage with customers, provide expert advice, and deliver tailored solutions based on industry best practices and customer requirements. You'll work closely with our Sales and Services team to ensure customer satisfaction and drive systematic growth.



Key Responsibilities


  • Manage customer expectations and satisfaction, recommending ideal configurations for NICE products based on industry best practices and customer needs
  • Coordinate internal resources to ensure customer business outcomes are met
  • Engage in technical and business tasks, including project management, costing proposals, risk analysis, and change control
  • Provide business analysis, business area assessment, user needs analysis, and business systems design for assigned projects
  • Present a professional image, communicate effectively with customers, and demonstrate ability to manage client relationships at Executive and Front Line Management levels
  • Consult NICE capabilities, available technologies, and solutions to meet customer needs
  • Assist in developing targeted product certification programs and provide product leadership for internal and external customer forums
  • Manage assigned case load in Salesforce to ensure customer SLAs are satisfied
  • FOLLOW COMPANY CODE OF ETHICS AND NICE POLICIES AND PROCEDURES


Requirements


  • BS/BA in technical or business field or equivalent work experience required
  • MBA Preferred
  • 8+ years of customer engagement and industry experience beyond education requirements above
  • 1-3 years of experience in Contact/Call Centers or Technical & Customer Support operations
  • 3-5+ years of experience with Digital Software (chat, email, SMS, AI/bots)

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