Cloud Contact Center Strategic Advisor

3 days ago

Sydney, New South Wales, Australia NICE Full time
About the Role

We are seeking a highly skilled Cloud Contact Center Strategic Advisor to join our team at NICE.

Job Description

The key role of this position is to act as a strategic advisor and primary point of contact for key customer accounts, ensuring they receive maximum value from NICE's products and services. This includes building strong relationships with customers, driving customer success, proactive account management, and providing technical expertise and support.

Main Responsibilities
  • Build and maintain deep, long-term partnerships with customers, understanding their business needs, strategic goals, and challenges.
  • Focus on improving customer satisfaction, retention, and success by proactively identifying opportunities for improvement and expansion.
  • Regularly engage with customers to review performance, identify potential issues, provide leadership, own escalations, and propose solutions or optimizations that can improve efficiency, scalability, and outcomes.
  • Provide customers with strategic insights, best practices, product roadmap highlights, and recommendations to help them achieve their business goals, guiding them on how to leverage new features, updates, and technology trends.
  • Serve as a subject matter expert on the NICE portfolio and focused on supporting clients to optimize their use and performance.
Requirements

To be successful in this role, you will need:

  • A proven background and understanding of modern cloud contact centers and their associated core applications.
  • Strong analytical and advanced troubleshooting skills with end-users/customers.
  • Strong customer service and communication skills, both verbal and written.
  • Ability to multitask and work well in a fast-paced environment.
  • Strong team player with the ability to work with minimal supervision and complete all tasks.
What We Offer

NICE offers a competitive salary, benefits package, and opportunities for career growth and development.

You will have the chance to work with a talented team of professionals, contribute to innovative projects, and make a real impact on our customers' businesses.

As a valued member of our team, you will enjoy a dynamic and supportive work environment, where your ideas and opinions are heard and valued.

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