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.

Role overview

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.

How will you make an impact?

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 to drive success for all parties.
• Ensure fulfillment of contract deliverables, SLA management, ongoing partner education, and product enhancement, driving CSAT with the partners and their end-user customers.
• Collaborate with the NICE CX Sales Support Team to assist with partner implementations and provide feedback to the sales team post turn up.
• Hold regular discussions that balance proactive and reactive work to become their trusted partner and advisor (report progress on strategic direction, understand their business model, ensure NICE CX solutions meet their needs, assess training needs, share best practices, increase their success, review project status, resolve open issues).
• Monitor billing practices, conduct audits, issue credits or adjustments as necessary, review invoices and ensure alignment with partner agreements.
• Be an expert at turning failing or struggling partner accounts into successful ones and help the team do the same.

Communication

• Communicate with partners to build confidence, de-escalate situations, and assure them their issues 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 and identify areas for improvement.
• Keep partners updated on information pertaining to their business (release dates, CRs, KIs, etc.).
• Develop and present customized presentations that quantify and qualify product/service usage, benefits, achievements, opportunities, and next steps.
• Lead meetings with partners and their customers to convey ownership, progress, and direction. Act as a communication bridge between partners and internal teams during significant events (may involve partners beyond assigned ones).
• Ensure that all communication and actions are clear, effective, timely, and logged within established SLAs/OLAs.

Program & Project Management

• Ensure successful implementation and delivery of partner projects.
• Oversee end-to-end implementation and service delivery across multiple concurrent partner projects, communicating status updates to internal teams for tracking.
• Act as the escalation point for partner delivery risks, customer complaints, and internal bottlenecks.
• Contribute to 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.
• Use knowledge of each partner's environment to identify needs and implement solutions that accelerate their success while helping others across the company understand how the partner uses 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, Voice Bio, etc.).
• Collaborate with other NICE CX teams to ensure proper resources are engaged to resolve technical issues and escalate appropriately when needed.
• Lead partner training and certification onboarding programs.

Qualifications

• 5+ years account relationship management experience
• 3+ years proven track record in Enterprise Account Relationship Management in presales or post-sales environments including program, project, or implementation management
• Excellent communication and presentation skills with both C-Level and day-to-day stakeholders
• Technical skillset with problem resolution experience in contact center
• Professional judgment and business savvy respected by leaders, co-workers, customers, and partners
• Ability to capture common questions, techniques, and best practices in daily workflow and contribute to a high-value knowledge base
• Self-motivated with the ability to prioritize and work under pressure to meet deadlines, defuse issues and concerns
• Willingness to work during partners' core business hours, with occasional extended hours and on-call as needed
• Risk identification and mitigation skills

You will have an advantage if you also have

• In-depth knowledge of NICE CX products and related technologies, especially those used by assigned accounts

Note: This job description is not intended to be all-inclusive. Employees may perform other reasonable related duties as assigned. The organization reserves the right to revise or change job duties as needed. This job description does not constitute a contract of employment.

What's in it for you?

Join an ever-growing, market-disrupting, global company where teams—comprised of the best of the best—work in a fast-paced, collaborative, and creative environment. As the market leader, there are opportunities to learn and grow across multiple roles, disciplines, domains, and locations. If you are passionate and innovative, you may be our next NICEr

At NICE, we work according to the NICE-FLEX hybrid model: 2 days in the office and 3 days remote each week. Office days focus on face-to-face collaboration to drive innovation and a vibrant team culture.

About NiCE: NICELtd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100, to deliver customer experiences, fight financial crime, and ensure public safety. Every day, NICE software handles millions of customer interactions and billions of financial transactions. NICE is known for innovation in AI, cloud, and digital, with over 8,500 employees across 30+ countries. NICE is 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, disability, veteran status, gender identity, sexual orientation or any other category protected by law.

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