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.
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 is seasoned account management, program/project management and has knowledge. They are unified with team members across the company in exceeding partner expectations, improving our processes and technology, and meeting company growth objectives. This professional is responsible for resolving complex problems and providing excellent technical and customer service to one or more named partner accounts. Working with the most skilled resources across the company, he/she will help our most strategic and large partners overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective partners, while being a long-term and loyal partner.
How will you make an impact?
The Partner Success Manager will work both independently and in concert with the Channel Managers, Partner Success team, Customer Care team and Technical Support team. Together, these teams are responsible to ensure both partnership longevity and systematic growth
Financial Responsibilities:
- Ensure proper billing practices for NICE CX's technology partners; follow invoicing protocols based on contractual agreements
- Conduct periodic deep-dive audits (invoice/contracts)
- Engage necessary resource teams to fix any systemic problems (i.e. IT/Billing)
- Keep up to date on partner agreements and their customer contracts
Partner Management
- Be the assigned Partner's single point of contact and function as their professional advocate and relationship manager within NICE CX, ensuring fulfillment of contract deliverables, SLA management, ongoing partner education and product enhancement,
- 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.
- Have a clear understanding of the assigned partners' business/support model and ensuring alignment is done to ensure success is seen by all parties
- 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, consistently increase their success, review project status, review and drive resolution of open issues, 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 challenges/issues/cases/requests properly and within SLA targets
- Check partner billing before invoices are released
- Provide high-value technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiency
- Employ an assertive yet positive attitude in working with others to create and improve standardized and consistent processes and to prevent inefficiency, risk, missed targets, and frustration
- Exemplify escalation prevention, resource engagement and communication when escalation occurs
- Be expert at turning failing or struggling partners accounts into successful accounts, and helping others in the team do the same
- Follow the company Code of Ethics and NICE CX policies and procedures at all times
Technical
- Be able to speak to the capabilities of the NICE CX Product Suite
- assist with technical product configuration
- Assist with process, data and object modeling in various applications
- Provide technical architecture leadership, analysis, design, development and enhancement
- Maintain expertise and currency in industry leading contact center technologies
- Exemplary expertise and knowledge in telecommunications, contact center, and related technologies
- Utilize a deep understanding of each partner's environment to identify partner needs and implement solutions that will accelerate their success
- Help others across the company understand how the partner is using our products, ensure that we use that understanding to continue to innovate and deliver best in class enterprise-level solutions and services
- Exemplify knowledge of competitive product lines, differentiators and industry trends through self-education and NICE CX's resources, and share that knowledge with co-workers
- Provide trainings/walk thru for the partner on tools within Central or other applications
Communication
- Keep partner 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
- Contribute to enterprise-level product strategy and direction by participating with the Product and Practice Specialist team to communicate enhancements and issues to Product Management and Engineering
- Ensure that all communication, interactions, assignments, details and actions are clear, effective, timely (within established SLA/OLA), and are logged
- Appropriately contribute to and take charge of meetings, calls and other discussions to convey ownership, organization, progress and direction. This may be required for partners other than those assigned to incumbent
- Communicate and work with partners in a way that builds confidence, de-escalates situations, and helps partners know that their issues and concerns are being properly represented and handled by NICE CX
- Engages with Sales on new opportunities to ensure proper communication, coordination, and billing
- Upon request, work with internal teams to open and provide updates on a communication bridge with the partner(s) during the time of an "Event"
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
- Ability to travel approximately 30% of the time, visiting partner sites and attending company meetings
What’s in it for you?
Learn more about the Benefits at NICE
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!
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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.
Requisition ID: 5682
Reporting into: Manager, Partner Success CX
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.
