Associate Partner Experience Specialist

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 Associate Partner Experience Specialist at NICE plays a crucial role in nurturing and sustaining strong relationships with the company's partners. This position is dedicated to delivering outstanding service, aiming to exceed partner expectations and foster trust and loyalty. By promptly addressing partners' immediate needs, recommending product or service enhancements, and efficiently utilizing company resources to resolve issues, the specialist significantly contributes to partner satisfaction and retention.

A central responsibility of this role involves Business Process Management (BPM), which encompasses the management of various operational tasks, including but not limited to:

• Processing Orders: Ensuring that partner orders are handled accurately and efficiently, which is vital for maintaining trust and meeting service level agreements.
• Invoice Reviews: Conducting thorough examinations of invoices to verify accuracy, compliance, and prompt resolution of any discrepancies, thereby facilitating smooth financial transactions.
• Billing Audits: Performing detailed assessments of billing processes to ensure adherence to financial policies and identify opportunities for process improvements.
• Case Management: Overseeing and resolving partner-related cases or issues, ensuring timely and effective solutions that enhance partner satisfaction. To excel as an Associate Partner Experience Specialist at NICE, a comprehensive blend of technical expertise and interpersonal skills is essential.

Key competencies include: 

• Product Knowledge and Industry Awareness: Maintaining an in-depth understanding of NICE's products and services, along with staying informed about industry trends, is crucial. This knowledge enables effective communication with partners and the provision of insightful recommendations. Engaging in self-directed learning and utilizing available NICE resources can aid in achieving this proficiency.
• Communication and Responsiveness: Clear and timely communication is vital for keeping partners informed about task statuses and completion timelines. Prompt responses to inbound communications—such as calls, emails, chats, and case submissions—are essential to meet targeted queue levels and demonstrate commitment to partner satisfaction. Effective communication skills are foundational for building trust and ensuring positive interactions. Provide internal support necessary to drive partner longevity and systematic growth.
• Problem-Solving and Decision-Making: Addressing partner issues promptly and effectively requires strong analytical thinking and decision-making abilities. The capacity to develop and implement appropriate solutions enhances partner satisfaction and contributes to long-term loyalty. Problem-solving skills are indispensable for maintaining positive interactions and resolving conflicts.
• Technical Proficiency: Familiarity with tools and systems relevant to order processing, invoicing, and case management enhances accuracy and productivity. Proficiency in these technical aspects ensures efficient handling of partner-related tasks and contributes to overall operational effectiveness.
• Adaptability and Flexibility: The dynamic nature of partner needs and evolving business environments necessitates the ability to adjust strategies and approaches as required. Adaptability ensures that the specialist can navigate changes effectively, maintaining alignment with organizational goals and partner expectations. Flexibility is crucial for responding to shifting priorities and unforeseen challenges.
• Attention to Detail: Ensuring accuracy in tasks such as billing audits and invoice reviews is vital for maintaining partner trust and compliance. Meticulous attention to detail helps prevent errors, fosters reliability, and upholds the organization's reputation for quality service.

Experience Requirements:

• Associate's degree in related field or equivalent work experience required. 3-5 years dedicated customer or partner service experience
• 2+ years applicable customer or partner service support within the contact center industry
• Demonstrated success working in fast-paced environment while meeting customer/partner time constraints
• Demonstrated problem solving proficiency
• Strong oral and written communication skills
• Self-motivated with the ability to prioritize, work well under pressure to meet deadlines, defuse customer and/or partner issues and concerns
• Work largely during the partners' core business hours, with occasional extended hours as needed. Occasional on-call after-hours work may be required as needed by the customer

Experience Preferred:

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

Requisition ID: 8339
Reporting into: Manager, Professional Services Partner 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.