[Remote] Technical Partner Account Manager
Note: The job is a remote job and is open to candidates in USA. NiCE is a leading global company specializing in software products that enhance customer experiences and ensure public safety. They are seeking a Senior Partner Success Manager who will be responsible for driving partner satisfaction, resolving complex issues, and supporting business growth by serving as the primary liaison for named partner accounts.
Responsibilities
- Serve as the main point of contact and advocate for assigned partners
- Build multi-level relationships—from frontline managers to executives
- Lead strategic discussions, business reviews, and feedback sessions
- Ensure SLAs and contractual obligations are met
- Partner with Sales, Support, Product, and Engineering to resolve issues
- Coordinate internal resources to meet partner needs and drive success
- Relay partner feedback to inform product and service improvements
- Maintain deep knowledge of NiCE CX products and partner use cases
- Assist with configurations, architecture design, and process modeling
- Stay current on contact center technologies and industry trends
- Monitor billing accuracy and contract compliance
- Conduct audits, issue credits, and resolve discrepancies
- Track usage trends and identify anomalies
- Provide timely updates on releases, issues, and changes
- Lead and document meetings and communications
- Manage escalations calmly and effectively
- Ensure partners are trained on product capabilities and updates
- Promote best practices and internal advocacy for partner needs
- Identify inefficiencies and contribute to process enhancements
- Mentor peers and support turnaround of struggling accounts
- Uphold NiCE CX’s Code of Ethics and model professionalism
Skills
- Bachelor's degree in business management or related field, or equivalent experience
- 5+ years in account/partner relationship management
- 3+ years managing enterprise accounts post-sale
- Strong communication and presentation skills across all levels
- Technical proficiency in contact center environments
- Proven problem-solving and risk mitigation capabilities
- Experience with knowledge sharing and documentation
- Ability to work flexible hours and travel up to 10%
- In-depth knowledge of NiCE CX products and technologies used by assigned accounts
Benefits
- NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week.
- Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
Company Overview
Company H1B Sponsorship