Partner Success Manager

The Partner Success Manager is a seasoned account management, program/project management and has knowledge in the technical side of the business. 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.

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)
• Issue credits and/or adjustments to invoices as appropriate
• Check if any of the customer's product variances fluctuate high or low in billing
• Keep up to date on partner agreements and their customer contracts

Major Functions/Responsibilities:

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
• Develop and maintain an effective and productive relationship with assigned partner(s) at all levels within their organization (from front-line contact center management through senior/executive leadership)
• 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
• Responsible for partner satisfaction for all assigned partners and drive improvements that ensure we do this across our entire partner base
• Put in any partner related enhancements or IT requests
• Work with PSA to ensure that opportunities for the partners' customers are being processed
• Partner education on products, Arranging calls with product owners. Make sure the partner has the most up-to-date product information
• Check partner billing before invoices are released
• Point of contact for NICE CX employees for partner questions or direction
• Provide high-value technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiency
• Be actively involved in developing, administering and responding to partner and partner customer's satisfaction surveys on a regular basis.
• 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
• Professionally and tactfully teach proper processes and methods that ensure partner service excellence
• 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
• Communicate in an effective and professional way with partners in and outside of NICE CX

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 application
• 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.)
• Provide partner(s) with Word Version of release notes – 30 days in advance (or if specified different on the partner contract)
• Arrange and conduct regular Service and Technology Reviews with proper partner and NICE CX stakeholders
• 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
• Tactfully, confidently and professionally communicate with all stakeholders, especially in escalated situations, bringing people together with the common goal of resolving issues and accelerating the partner's success
• 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
• Make and meet all commitments, building trust with partners and help others to do the same
• 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"
• Required Education, Experience, and Specific Job Related Skills

Education Requirement:

• ​Bachelor's degree (BS) in Business Management or related field or equivalent work experience required

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
• Ability to travel approximately 30% of the time, visiting partner sites and attending company meetings

Experience Preferred:

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