Partner Success Manager, CX

So, what’s the role all about?

The Partner Success Manager (PSM) is a seasoned account manager with strong technical acumen, responsible for driving partner satisfaction, resolving complex issues, and supporting business growth. This role serves as the primary liaison for one or more named partner accounts, ensuring seamless collaboration across Sales, Customer Care, Technical Support, and other internal teams.  The PSM works independently and cross-functionally to strengthen partnerships, expand product usage, and deliver long-term value.

How will you make an impact?

1. Partner Relationship Management

• 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.

2. Cross-Functional Collaboration

• 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.

3. Technical Enablement

• 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.

4. Financial Oversight

• Monitor billing accuracy and contract compliance.
• Conduct audits, issue credits, and resolve discrepancies.
• Track usage trends and identify anomalies.

5. Communication & Escalation

• Provide timely updates on releases, issues, and changes.
• Lead and document meetings and communications.
• Manage escalations calmly and effectively.

6. Education & Advocacy

• Ensure partners are trained on product capabilities and updates.
• Promote best practices and internal advocacy for partner needs.

7. Process Improvement & Leadership

• 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.

Have you got what it takes?

• 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%.

Preferred

• In-depth knowledge of NiCE CX products and technologies used by assigned accounts.

What’s in It for You? 
Join an ever-growing, market-disrupting global company where teams of top talent work in a fast-paced, collaborative, and creative environment. NICE offers endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate about innovation and thrive in dynamic settings, this is your chance to make an impact.

Flexible Work Model:
Experience the NICE-FLEX hybrid model with two days in the office and three days of remote work per week, fostering collaboration and innovation while maintaining work-life balance.

Requisition ID: 8884
Reporting To: Manager, Professional Services, CX 
Role Type: Individual Contributor