Partner Success Manager

Sales Tokyo, Japan


Description

Why CX?

We are currently in a hyper growth period for organisations that offer their customers the ability to manage and optimize the customer experience and journey. The number of CXO’s on company boards has increased, there is a now a deeper understanding of how your customers experience directly impacts revenue, and increasingly customers are using a multi-channel, referral and review approach to guide their buying decisions. You need to be considering a company to work for who is leading the CX market place for your next career move.

 

NICE Incontact Company Overview

NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s No. 1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions. www.niceincontact.com

 

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.

 

Position Summary

 

The Partner Success Manager will be accountable for delivering world class customer service to inContact's most important partners. Specifically, this position is responsible for building long-term relationships with new and existing partners by being attentive to their immediate needs and leveraging appropriate company resources to address how partners can better interact with their customers using inContact technology products.  The partner Success Manager's involvement with the partner will encompass the entire lifecycle of the relationship - beginning with the initial on-boarding and carry through to building a long-term relationship. Partner interaction will be done primarily over the phone and/or via WebEx, with face to face meetings as deemed necessary and/or appropriate. 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 Responsibility

 

  • Ensure proper billing practices for inContact'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

 

Major Functions/Responsibility

 

  • Maintain a working knowledge of all other inContact products/services, competitive product lines, differentiators and industry trends through self-education and inContact's resources.
  • Proactively and effectively identify partner needs and overcome objections to proposed solutions by working directly with the Product teams.
  • Develop and present customized presentations to assigned partners.
  • Actively involved in developing, administering and responding to partner and partner customer's satisfaction surveys on a regular basis.
  • Work directly with inContact product management to deliver feedback from partners to best facilitate ideas and drive innovation for future product enhancement and development.
  • Work with inContact 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.
  • Build and maintain relationships with decision makers and influencers in prospect base.
  • Maintain action log and run weekly/bi-weekly or monthly calls
  • Keep Up-to-date on partner agreements and their customer contracts
  • Work directly with partners to keep them up to date on best practices, release, bug fixes, etc.
  • Provision Business Units for partners end-user customers
  • Follow the company Code of Ethics and inContact policies and procedures at all times.
  • Communicate in an effective and professional way with partners in and outside of inContact.

 

You Need:

 

  • Bachelor’s Degree in Information Technology or Business Administration or related field or equivalent work experience required.
  • 6+ years applicable experience in customer service, call/contact center and/or service delivery.
  • Working technical knowledge of contact center software/design/functionality
  • Experience in VoIP-related technology helpful
  • Demonstrated experience in a fast paced environment and meeting partner/customer time constraints
  • Demonstrated experience working independently with little to no daily supervision.

NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.