Partner Success Manager, CX

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.

The Partner Success Manager (PSM) at NICE is a strategic role focused on fostering long-term, impactful relationships with key Resell partners. This position blends account management, project oversight, and technical expertise to ensure partners derive maximum value from NICE’s solutions.

Key Responsibilities

Partner Management:

• Serve as the primary point of contact for assigned partners, acting as their advocate within NICE. Develop and maintain strong relationships across all organizational levels, from front-line managers to executive leadership.
• Have a clear understanding of the assigned partners' business/support model and ensure alignment is done to ensure success is seen by all parties

• Ensurefulfillment of contract deliverables, SLA management, ongoing partnereducationand product enhancement, driving CSAT with the partners and their end-user customers.

• Work with NICE CX Sales Support Team to play a role in smooth customer implementations by providing SI Partnersassistanceas directed and provideappropriate feedbackto the greater sales team post turn up.

• Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor (report progress on strategic direction, understand their business model, ensure that NICE CX's solutions meet their partners' needs, assess training needs, share best practices, increase their success, review project status, review and drive resolution of open issues, etc.)

• Monitor billing practices, conduct audits, issuecreditsor adjustments as necessary,review invoicesand ensure alignment with partner agreements
• Beanexpert at turning failing or struggling partners accounts into successful accounts, and helping others in the team do the same

Communication:

• Communicate and work with partners in a manner that builds confidence, de-escalates situations, and assures partners that their issues and concerns are being properly represented

• Keep partners informed about product updates, release notes, and other relevant information. Conduct regular service and technology reviews to assess performance andidentifyareas for improvement.

• Keep partners up to date with informationpertaining totheir business, where applicable (Release Dates, CRs, KIs, etc.)

• Develop and present compelling customized presentations to assigned partners that both quantify and qualify product/service usage, realized benefits, achievements,opportunitiesand next steps

• Leadmeetingsandother discussions with partnersand their customersto convey ownership, organization, progress, and direction.Act as a communication bridgebetween partners andinternal teams to provide updates duringsignificant events.This may involve partners beyond the assigned ones.

• Ensure that all communication, interactions, assignments,detailsand actions are clear, effective,timely(within established SLA/OLA), and are logged

Program & ProjectManagement:

• Ensure the successful implementation and delivery of partner projects.
• Oversee end-to-end implementation and service delivery across multiple concurrent partner projectsby communicating to internalteamsproject status updates for tracking purposes

• Act as the escalation point for partner delivery risks, customer complaints, and internal bottlenecks.

• Actively contributeto the development and refinement of partner programs, tooling, and enablement assets.

Technical Advisory & Enablement:

• Provide insights into NICE’s product suite, assist with technical configurations, and offer training to partners to enhance their understanding and utilization of the technology.
• Utilize a deep understanding of each partner's environment toidentifypartner needs and implement solutions that will accelerate their successwhile helpingothers across the company understand how the partner is using our products

• Provide Level 2 support and technical guidance on NICE’s product suite and integrations (CRMs, telephony, ACD, WFM/QM, Analytics, Advanced Digital, IVA, VoiceBio,etc).

• Partner with other NICE CX employees and teams (Technical Support, Professional Services, Subject Matter Experts, Product Management, Engineering, Technical Account Managers, etc.), to ensure that proper resources are engaged to resolve all technical

• Exemplify escalation prevention, resourceengagementandleadcommunicationin inter-department collaborationwhenanescalationoccurs

• Lead partner training and certification onboarding programs.

Experience Requirements:

• 5+ years account relationship management experience

• 3+ years proven track record of successful Enterprise Account Relationship Management environment including program, project or implementation management.

• Excellent Communication and Presentation skills with both C-Level and day to day operations stakeholders

• Technical skillset, with problem resolution skills in Contact Center

• Professional judgment and business savvy that is respected by leaders, co-workers,customersand partners

• Ability to capturecommon questions,techniquesand best practices in daily workflow, sharing that information by regularly creating and improving high-value knowledgebase content

• Self-motivated with the ability to prioritize, work well under pressure to meet deadlines, defuse customer and/or partner issues and concerns

• Worklargely duringthe partners' core business hours, with occasional extended hours as needed. Occasional on-call after-hours work may berequiredas needed by the customer

• Risk Identification/Risk mitigation skills – ability toidentify, capture and mitigate risks

Experience Preferred:

In-depth knowledge of NICE CX products and associated technologies, especially those employed by assigned accounts

What’s in It for You?Join an ever-growing, market-disrupting global company where teams of top talent work in a fast-paced, collaborative, and creative environment. NICE offers endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate about innovation and thrive in dynamic settings, this is your chance to make an impact.Flexible Work Model: Experience the NICE-FLEX hybrid model with two days in the office and three days of remote work per week, fostering collaboration and innovation while maintaining work-life balance.Reporting To: Manager, Professional Services, CXRole Type: Individual Contributor