Partner Success Manager

As a Partner Success Program Manager (PSPM), you'll be the strategic lead and trusted advisor for our Resell and Independent Certified Implementation Partners (ICIPs). This role blends relationship management, technical expertise, and project/program leadership to drive long-term partner success and accelerate business outcomes for both partners and their customers.

You'll own end-to-end delivery oversight, provide proactive support, and ensure partners are equipped to deliver world-class implementations of NICE's solutions. From technical troubleshooting to strategic alignment, you'll be the single point of accountability for assigned partners' growth and satisfaction.

What You'll Do

Partner Management & Success

• Serve as the primary point of contact and advocate for assigned partners.
• Build and maintain strong executive-level relationships to influence success at all organizational levels.
• Lead regular strategic and operational meetings: status updates, QBRs, roadmap alignment, and performance reviews.
• Ensure fulfillment of contractual commitments, SLA adherence, and partner enablement across NICE solutions.
• Proactively identify growth opportunities and areas for improvement in partner delivery performance.

Program & Project Leadership

• Oversee end-to-end implementation and service delivery across multiple concurrent partner projects.
• Collaborate cross-functionally with Sales, Product, Engineering, Customer Care, and Technical Support to resolve issues.
• Act as the escalation point for partner delivery risks, customer complaints, and internal bottlenecks.
• Ensure accurate forecasting and tracking of partner implementations using NICE systems and tools.

Technical Advisory & Enablement

• 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).
• Lead partner training and certification onboarding programs.
• Assist in architecture design, configuration, and troubleshooting efforts.
• Drive best practices through implementation audits, walkthroughs, and hands-on support.
• Monitor partner billing accuracy, identify variances, and manage credit issuance and contract alignment.

Advocacy & Continuous Improvement

• Actively contribute to the development and refinement of partner programs, tooling, and enablement assets.
• Lead internal discussions to influence product evolution based on partner feedback and real-world use cases.
• Engage in risk mitigation efforts and serve as a partner escalation prevention expert.
• Create and maintain knowledge-sharing materials for internal and partner education.

What You Bring

• 6 years in partner management, customer success, or project/program management roles.
• Deep knowledge of contact center technologies, enterprise SaaS, or CX platforms.
• Experience with both technical product support and strategic relationship building.
• Proven success managing high-volume, complex projects and partner portfolios.
• Strong communication and presentation skills — comfortable engaging both technical teams and executive stakeholders.
• Demonstrated ability to drive process improvements and build scalable partner programs.
• Proficiency in interpreting contracts, billing details, and delivering accurate forecasts.

Preferred Qualifications

• Bachelor's degree in Business, Technology, or related field (MBA is a plus).
• In-depth knowledge of NICE CXone and related products.
• Background in professional services, solution architecture, or contact center operations.
• Experience with PSA, Salesforce, or similar systems.

Why Join NICE?

• Work with innovative, market-leading CX technology.
• Collaborate with some of the most strategic partners in the industry.
• Shape the future of NICE's partner program with direct impact and visibility.
• Competitive compensation, benefits, and opportunities for advancement.

Requisition ID: 7293
Reporting into: Manager, Customer Success
Role Type: Individual Contributor

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.