Partner Success Manager, CX
4 days ago
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?
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 is done to ensure success is seen by 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.
- Work with NICE CX Sales Support Team to play a role in smooth customer implementations by providing SI Partners assistance as directed and provide appropriate feedback to 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, issue credits or adjustments as necessary, review invoices and ensure alignment with partner agreements
- Be an expert 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 and identify areas for improvement.
- Keep partners up to date with information pertaining to their 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, opportunities and next steps
- Lead meetings and other discussions with partners and their customers to convey ownership, organization, progress, and direction. Act as a communication bridge between partners and internal teams to provide updates during significant events. This may involve partners beyond the assigned ones.
- Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA/OLA), and are logged
Program & Project Management:
- Ensure the successful implementation and delivery of partner projects.
- Oversee end-to-end implementation and service delivery across multiple concurrent partner projects by communicating to internal teams project status updates for tracking purposes
- Act as the escalation point for partner delivery risks, customer complaints, and internal bottlenecks.
- Actively 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.
- Utilize a deep understanding of each partner's environment to identify partner needs and implement solutions that will accelerate their success while helping others 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, Voice Bio,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, resource engagement and lead communication in inter-department collaboration when an escalation occurs
- Lead partner training and certification onboarding programs.
Have you got what it takes?
- 5+ years account relationship management experience
- 3+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales 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, customers and partners
- Ability to capture common questions, techniques and 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
- 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
- Risk Identification/Risk mitigation skills – ability to identify, capture and mitigate risks
You will have an advantage if you also have:
- In-depth knowledge of NICE CX products and associated technologies, especially those employed by assigned accounts
his job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
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.
Requisition ID: 8600
Reporting into: Director, Partner Acceleration
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.
-
Partner Success Manager, CX
3 weeks ago
Manila, National Capital Region, Philippines NICE Full timeAt 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 overviewThe Partner Success Manager (PSM) at NICE is a strategic...
-
Partner Success Manager, CX
4 days ago
Manila, National Capital Region, Philippines NICE Systems Full time ₱1,500,000 - ₱2,500,000 per yearSo, what's the role all about?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...
-
Partner Success Manager, CX
4 days ago
Manila, National Capital Region, Philippines NICE Actimize Full time $104,000 - $130,878 per yearAt 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?The Partner Success Manager (PSM) at...
-
Partner Success Manager
2 days ago
Manila, National Capital Region, Philippines 8x8 Full time ₱1,200,000 - ₱2,400,000 per year8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8 Platform for CX integrates AI at every level to enable personalized...
-
Director of Client Success
4 days ago
Manila, National Capital Region, Philippines Unify CX Full time ₱1,500,000 - ₱3,000,000 per yearUnify CX is looking for an extraordinary Director of Client Success to join our motivated and ambitious team.Role: Director of Client SuccessWork Location/Setup: Philippines | On-SiteShift Schedule: 5-day work week | Shifting Schedule | GraveyardBenefits: Day 1 HMO | Day 1 Life InsuranceWhat Will You Do?As the Director of Client Success, is responsible for...
-
Customer Success Manager, EMEA
2 weeks ago
Manila, National Capital Region, Philippines 8x8 Full time ₱1,200,000 - ₱3,600,000 per year8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8 Platform for CX integrates AI at every level to enable personalized...
-
Customer Success Partner
2 weeks ago
Manila, National Capital Region, Philippines AMPED HQ PTY LTD Full time ₱900,000 - ₱1,200,000 per yearAmped HQ is growing fast—and we're on the lookout for top-tier talent.We're not just building a company; we're reshaping what it means to work in outsourcing. With exceptional client and employee retention, Amped HQ is setting a new standard in the industry—combining world-class talent, strong leadership, and cutting-edge systems in an environment that...
-
Appointment Setter
2 days ago
Manila, National Capital Region, Philippines Success Tutoring Full time A$48,000 - A$60,000 per yearABOUT SUCCESS TUTORING Born in Sydney, Australia, Success Tutoring is one of the world's fastest-growing education franchise networks, offering personalised tutoring programs in English and Math for students aged 5–17. We provide flexible learning solutions that empower students to reach their full potential — all with no lock-in contracts. With over...
-
Senior Technical Account Manager, CX
4 days ago
Manila, National Capital Region, Philippines NICE Systems Full time ₱1,500,000 - ₱3,000,000 per yearSo, what's the role all about?The Senior Technical Account Manager, CX is an expert in account management, program/project management, and technical resolution, excelling at the highest levels in the field. This role is integral to exceeding customer expectations, enhancing processes and technology, and driving company growth, in close collaboration with...
-
CX Compliance L&D Specialist
2 hours ago
Manila, National Capital Region, Philippines Coinbase Full time ₱2,700,000 - ₱4,000,000 per yearReady to be pushed beyond what you think you're capable of?At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.To achieve our mission, we're seeking a very specific...