Senior Partner Success Manager

Services Tokyo, Japan Job Number: 18437

Position at NICE CXone

NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud, and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions.

Overview
The Senior Partner Success Manager is a highly skilled, professional and technical individual acting as the primary liaison to support NICE CXone partners throughout the partnership. This position works with the partner, stakeholders and internal team members to elicit, document, and prioritize business, functional, and system-level requirements for the development of the overall partnership.

The Senior Partner Success Manager will engage with partners and provide best practices on the journey to become a successful partner with NICE CXone. They will have a strong command of NICE CXone processes, products and ecosystem and be responsible for both technical and business tasks including management of partner expectations and satisfaction. Ideal candidates need to have a consultative approach, be customer facing, effective communicators, and be willing to travel nationally.

The Senior Partner Success Manager is a seasoned account management, program/project management and technical resolution professional who is at the top of their field. They are unified with team members across the company in exceeding partner expectations, improving processes and technology, and meeting company growth objectives. This key professional is responsible for resolving the most complex problems and providing excellent technical and customer service to one or more named partner accounts. Working with the most skilled resources across the company, he/she will help our most strategic and large partners overcome issues that arise, succeed in their business using our technology and services, expand their usage of our products, be a reference to prospective partners, while being a long-term and loyal partner.

The Partner Success Manager will work both independently and in concert with the Channel Managers, Partner Success teams, Customer Care teams and Technical Support teams. Together, these teams are responsible to ensure both partnership longevity and systematic growth. .

As a Partner Success Manager, a Typical Day Might Include the Following:

  • Ensure proper billing practices for NICE CXone'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
  • Check if any of the customer’s product variances fluctuate high or low in billing
  • Keep up to date on partner agreements and their customer contracts
  • Build and maintain relationships with decision makers and influencers in prospect base
  • Elicit solution requirements and objectives from partners and stakeholders and then break them down into functional requirements
  • Assist with the development of business cases, project proposals, and SOWs as part of new business opportunity development
  • Perform data, process, and fit/gap analysis to help stakeholders define the scope of new partnerships
  • Help inform and drive business process engineering and change management recommendations and planning
  • Prepare and deliver presentations to partners and stakeholders in the form of solution approaches or overviews, impact assessments, and project readouts
  • Serve as the partner expert during the NICE CXone pre-sales and onboarding cycles, understanding the methodologies used such that you can ensure NICE CXone delivers the right partnership to the partner and their customers
  • Keep up to date on partner agreements and their customer contracts
  • Develop and present customized presentations to assigned partners
  • Work directly with NICE CXone product management to deliver feedback from partners to best facilitate ideas and drive innovation for future product enhancement and development
  • Assist with the project management of the end-to-end partnership lifecycle
  • Clear understanding of the assigned accounts' business goals and directions and drive return on investment with our products and services
  • Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor (report progress on strategic direction, understand their contact center and business, ensure that NICE CXone's solutions meet their needs, assess training needs, share best practices, consistently increase their success, review project status, review and drive resolution of open issues, etc.)
  • Partner with other NICE CXone employees and teams (Technical Support, Professional Services, Subject Matter Experts, Product Management, Engineering, etc.), to ensure that proper resources are engaged to resolve all technical
  • Challenges/issues/cases/requests properly and within SLA targets
  • Arrange and conduct regular Service and Technology Reviews with proper customer and NICE CXone stakeholders
  • Develop and present compelling customized presentations to assigned accounts that both quantify and qualify product/service usage, realized benefits, achievements, opportunities and next steps
  • Identify opportunities to improve or modify products and services to improve customer effectiveness and experience, and recommend those improvements through proper channels, driving product/services enhancements and development
  • Employ an assertive yet positive attitude in working with others to create and improve standardized and consistent processes and to prevent inefficiency, risk, missed targets, and frustration
  • Provide high-value technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiency
  • Engages with Sales on new opportunities to ensure proper communication and coordination
  • Assist the team by taking ownership of escalations from other accounts in your area of expertise, exemplifying the effective handling of difficult situations
  • Exemplify escalation prevention, resource engagement and communication when escalation occurs
  • Provide assistance and leadership in resolving complex issues across teams and throughout the company
  • Present a professional image in conduct, attitude and attire
  • Communicate in an effective and professional way with customers in and outside of NICE CXone.
  • Supervise during the solution lifecycle, any junior level client staff, or any sub-contracted personnel assigned to your project team
  • Be the assigned Partner’s single point of contact and function as their professional advocate and relationship manager within NICE CXone, ensuring fulfillment of contract deliverables, SLA management, ongoing partner education and product enhancement
  • Develop and maintain an effective and productive relationship with assigned partner(s) at all levels within their organization (from front-line contact center management through senior/executive leadership)
  • Work with NICE CXone 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.
  • Clear understanding of the assigned partners’ business/support model and ensuring alignment is done to ensure success is seen by all parties
  • Hold regular discussions that balance proactive and reactive work and result in becoming their trusted partner and advisor (report progress on strategic direction, understand their business model, ensure that NICE CXone's solutions meet their partners’ needs, assess training needs, share best practices, consistently increase their success, review project status, review and drive resolution of open issues, etc.)
  • Partner with other NICE CXone employees and teams (Technical Support, Professional Services, Subject Matter Experts, Product Management, Engineering, Technical Account Managers, etc.), to ensure that proper resources are engaged to resolve all technical challenges/issues/cases/requests properly and within SLA targets.
  • Responsible for partner satisfaction for all assigned partners and drives improvements that ensure we do this across our entire partner base
  • Put in any partner related enhancements or IT requests
  • Work with PSA to ensure that opportunities for the partners’ customers are being processed
  • Partner education on products, arrange calls with product owners and making sure the partner has the most up-to-date product information
  • Check partner billing before invoices are released
  • Point of Contact for NICE CXone employees for partner questions or direction
  • Provide high-value technical and process training to others based on skills and expertise, which training improves others' effectiveness and efficiency
  • Actively involved in developing, administering and responding to partner and partner customer's satisfaction surveys on a regular basis.
To Land This Gig You'll Need:
  • Bachelors Degree in Business Management or related field or equivalent work experience required
  • 10+ years account relationship management experience
  • 8+ years proven track record of successful Enterprise Account Relationship Management in either presales or post sales environment including program, project or implementation management.
  • Excellent Communication and Presentation skills with both C-Level and day to day operations stakeholders
  • Technical skillset, with problem resolution skills in Contact Center, Telecommunications, LAN/WAN, Cloud-based Software, Security, etc.
  • Professional judgment and business savvy that is respected by leaders, co-workers, customers and partners
  • Work in a matrix-reporting environment, where direction and advice are received from several leaders
  • Ability to capture common questions, techniques and best practices in daily workflow, sharing that information by regularly creating and improving high-value knowledgebase content
  • Self-motivated with the ability to prioritize, work well under pressure to meet deadlines, defuse customer and/or partner issues and concerns
  • Work largely during the partners' core business hours, with occasional extended hours as needed. Occasional on-call after-hours work may be required as needed by the customer
  • Risk Identification/Risk mitigation skills – ability to identify, capture and mitigate risks
  • Ability to travel approximately 30% of the time, visiting partner sites and attending company meetings

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.