Specialist Customer Success Manager, Actimize

Job description

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? We are looking for a highly skilled and experienced IFM Subject Matter Expert (SME) to serve as a key pillar within the XSE Center of Excellence (CoE). In this role, you will act as the domain expert for IFM offerings, providing technical leadership, business expertise, and implementation guidance across regional and global projects. You will work closely with delivery, sales, operations, and product teams to drive successful implementations, establish best practices, enhance migration methodologies, and build organizational capability around IFM solutions. The ideal candidate thrives in a collaborative environment, enjoys mentoring teams, and is passionate about driving operational excellence and continuous improvement. ## How will you make an impact? As an IFM SME, you will act as the trusted advisor and technical leader for IFM implementations across the organization. ### Expertise - Serve as a key pillar within the XSE Center of Excellence (CoE). - Develop deep business and domain expertise across XSE projects. - Act as the primary point of contact for IFM-related advice, best practices, and regional guidance. - Become the subject matter expert across all IFM offerings, including Cards, Deposits, Mule, and related solutions. - Mentor and assist implementation teams throughout the IFM project lifecycle. - Own IFM capability development and implementation readiness across delivery teams. - Deliver IFM domain and product training programs. - Perform technical root cause analysis and recommend corrective actions for complex issues. - Support Professional Services Sales and Delivery teams with effort estimations, solution guidance, and implementation support. ### Delivery Leadership - Provide technical oversight and governance for IFM projects in the delivery phase. - Evaluate business and technical requirements to determine solution feasibility and implementation approach. - Act as Technical Lead for strategic IFM implementations. - Establish, maintain, and promote IFM implementation best practices. - Provide expert consultation and urgent issue resolution support across active implementations. - Participate in peer reviews and provide technical recommendations to improve solution quality. - Enhance delivery team readiness for upcoming product features and roadmap initiatives. ### Methodology & Continuous Improvement - Understand, enhance, and pioneer XSE migration methodologies. - Collaborate with Operations teams to establish effective delivery and migration handoff processes. - Assess existing implementation methodologies and continuously improve migration frameworks and best practices. - Maintain a centralized repository of implementation knowledge, standards, and reusable assets. - Document and share lessons learned from completed and ongoing IFM implementations. - Identify and drive process improvements to increase delivery efficiency, consistency, and quality. - Create and maintain IFM solution documentation and knowledge management resources. --- ## Have you got what it takes? - Relevant experience in IFM implementations, banking platforms, or financial technology solutions. - Strong domain knowledge of IFM products and offerings, including Cards, Deposits, Mule, and related financial services capabilities. - Proven experience leading complex implementation and migration projects. - Strong understanding of banking and financial services business processes. - Experience providing technical leadership and mentoring development and delivery teams. - Ability to conduct root cause analysis and resolve complex technical challenges. - Experience creating implementation frameworks, methodologies, and best practices. - Strong stakeholder management and communication skills. - Excellent analytical, problem-solving, and decision-making capabilities. - Experience working with cross-functional teams, including Product, Sales, Operations, and Delivery. - Strong documentation and knowledge-sharing skills. - Experience working within Agile and project delivery environments is preferred. ## **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. --- **Reporting into:** Group Manager **Role Type:** Individual Contributor **Experience:** 8+ years (or as applicable) in Banking Technology, IFM, Product Implementation, or Financial Services Solutions. ***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.*