Technical Partner Account Manager

NICE

5d • Hybrid

About The Position

The Senior 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.

Requirements

• 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%.

Nice To Haves

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

Benefits

• NiCE-FLEX hybrid model (2 days office, 3 days remote)
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1,001-5,000 employees