Customer Education and Enablement Manager, CX
@ NICE

Manila, Metro Manila, Philippines
On Site
Posted 3 days ago

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XXXXXXXXXX XXXXXXXXX XXXXXXXXX******* @nice.com
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Job Details

Customer Education and Enablement Manager Role at NICE

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.

The Customer Education and Enablement Manager is responsible for providing remote consultation, guidance, and training before, during, and after project go live. The role includes tailoring each customer’s onboarding and enablement experience to reflect their specific business needs through education sessions, change management, and bridging between sales and implementation teams.

Key Responsibilities

  • Become a trusted advisor by understanding the customer’s contact center and business.
  • Set and manage education and onboarding expectations aligned with customer KPIs.
  • Create and execute custom education and onboarding plans.
  • Conduct training sessions via phone, virtual platforms, and occasional onsite visits.
  • Collaborate with Professional Services, Technical Services, and Education Services teams.
  • Act as a mentor and coach for junior staff and provide product expertise.
  • Gather client feedback for product enhancements and drive best practices.

Candidate Requirements

  • BS/BA in technical or business field or equivalent experience.
  • 5+ years in a service role within software, customer service, or related areas.
  • Proficient in Microsoft Office applications.
  • Excellent communication and customer service skills.
  • Experience with call/contact center metrics and operations.

Additional Preferred Experience

  • Business to business software training and consulting experience.
  • Experience with contact center operations or agent management.
  • Familiarity with NICE CXone Mpower Omnichannel Routing product.

What’s in it for you?

Join an ever-growing, market-disrupting, global company with endless internal career opportunities. Enjoy the NICE-FLEX hybrid model (2 days in office, 3 days remote) that fosters collaboration and innovation in a fast-paced environment.

Key skills/competency

  • Onboarding
  • Training
  • Consulting
  • Customer Success
  • Mentorship
  • Communication
  • Technical Proficiency
  • Change Management
  • Product Expertise
  • Collaboration
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How to Get Hired at NICE

🎯 Tips for Getting Hired

  • Customize your resume: Highlight relevant onboarding and training experience.
  • Research NICE culture: Understand their innovation and values.
  • Showcase communication skills: Emphasize customer service proficiency.
  • Prepare examples: Demonstrate past roles in consulting and mentoring.

📝 Interview Preparation Advice

Technical Preparation

Review NICE product documentation.
Practice virtual training software use.
Study contact center metric tools.
Refresh Microsoft Office skills.

Behavioral Questions

Describe a time you led training.
Explain handling complex customer issues.
Discuss mentoring junior employees.
Highlight communication in challenging scenarios.

Frequently Asked Questions