Director Partner Success

Services Fort Bonifacio Global City, Philippines Job Number: 19075

Position at NICE CXone

This leader will be responsible for the technical success of the OEM, Resell, CIP, SI Partners. To build, maintain and grow these partners and their value. The team will be responsible to understand at a technical level the details of all partner products and offerings

Lead NICE Partner Success team, as well as any leaders who report to you, as a visionary thought leader who sets the tone for how our team members approach the solutions they build and their attitudes of learning and teaching the partners

  •  Attract and retain top talent who have a passion for uncovering and understanding the challenges faced by our partners and their prospects and customers.
  •  Develop and implement processes that are collaborative across the business, and that facilitate efficiencies and scale across your organization
  •  Provide ongoing coaching that drives high-performance and accountability in support of our Sales team, as well as our collective goals to attain quotas, business objectives, and strategic initiatives
  •  Be a player-coach who is highly engaged with the partners and the partner success engineers and the deals they are working, helping to guide them in understanding a broad set of use-cases, and providing oversight to any solution workshops that may be offered to a prospect
  •  Assist Partner Success Resources in their deal reviews, to help them fully scope and plan their solutions. 
  • Develop strong relationships with CIP, OEM, and resell partners.  Take part in strategic planning, as well a partner/customer escalations.
  •  Participate in ongoing planning and discussions with the NICE inContact Product division, then convey and champion the solutions and capabilities that will continue to help us remain a leader in our space
  • Lead additional operations teams as a skill change agent with an “eye” for process improvement.
  • Participate in customer meetings, both remotely and in-person, to act as a Sr Level trusted advisor with a vested interest in their projects
  •  Participate in strategic projects and initiatives defined by NICE inContact's executives
  •  Assist leadership with the design and structure of training and materials, to enable the success of partners and the partner success engineers
  •  Follow the company's Code of Ethics, and NICE inContact policies and procedures, at all times
  • Provide guidance or manage escalated items that would generally need to go to the executive team, by customers experiencing challenges using NICE inContact or other NICE inContact technology software products
  • Act as a liaison or subject matter expert in matters of cross-functional NICE inContact to NICE departments

​Experience

  • 9 - 10+ years in a Sr level Technical Partner, Technical Customer Service, or Solutions Architect role in Enterprise SaaS software
  • 5+ years in a Technical Management role
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • World class customer service and communication skills, both verbal and written
  • Strong empathy for employees, customers & passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • High degree of computer degree of computer literacy, fluent with Microsoft Office, and inContact applications
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Excellent problem-solving skills
  • Demonstrated technical problem-solving proficiency
  • Motivator and mentor; one who can develop others

Ability to adapt to changing conditions and plans with well-reasoned decision and minimal 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.