[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

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