Lead Partner Success Implementation Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide expert-level technical advice, troubleshooting, and platform knowledge to partner customers after readiness is achieved.

• Advocate for product improvements by prioritizing intricate partner requirements and collaborating with internal engineering and product teams.

• Manage critical and escalated support situations to ensure prompt resolutions, drive root-cause analysis, and enhance platform performance.

• Oversee a portfolio of sophisticated technical implementation projects for partner customers, which includes advanced configuration, integrations, deployment architecture, and onboarding strategies.

• Ensure that partners grasp scalable deployment models, best technical practices, and long-term operational success strategies, while enforcing implementation standards.

• Facilitate the transition from implementation to steady-state support by establishing readiness criteria and ensuring a seamless handoff for partners and internal teams.

• Act as a liaison to the TAM and Partner Success organizations, ensuring thorough technical alignment across partner and customer support operations.

• Work in collaboration with Partner Success Managers to evaluate partner maturity, pinpoint technical gaps, and develop scalable adoption strategies.

• Convey product updates, platform modifications, and technical insights to partner-facing teams, influencing roadmap alignment and promoting broader operational excellence.

• Develop and disseminate standardized best practices, technical playbooks, and lessons learned across partner accounts.

• Lead internal knowledge-sharing initiatives, mentor Implementation Engineers, and enhance the technical capabilities of the Partner Success organization.

• Contribute to the enablement strategy, documentation, and training materials to improve partner readiness and technical expertise.

• Conduct executive business reviews and represent partner technical needs in strategic planning discussions.

⛳️ Requirements

• Over 7 years of experience in implementation engineering, solutions engineering, technical support, or a similar technical customer-facing role.

• Strong proficiency in diagnosing and resolving intricate technical issues related to integrations, APIs, configurations, and deployment environments, including driving systemic solutions.

• Outstanding communication skills with the capability to convey highly technical concepts to varied audiences, including executive stakeholders.

• Demonstrated ability to lead technical projects, influence stakeholders, and collaborate effectively across cross-functional teams, often without direct authority.

• Willingness to travel up to 20% regionally; some international travel may be required to meet with partners, participate in business reviews, and support regional initiatives.

🏝️ Benefits

• NICE-FLEX hybrid model, which provides maximum flexibility: 2 days of in-office work and 3 days of remote work each week.