NICE Partner Success Manager 

Philippines, Manila 

309144969

Key Responsibilities

• 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.

Experience Requirements:

• 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

Experience Preferred:

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

Director, Technical Support
Individual Contributor