Technical Partner Account Manager

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

📋 Description

• Act as the primary liaison and advocate for designated partners.

• Develop relationships across various levels, from frontline managers to executives.

• Facilitate strategic conversations, business reviews, and feedback sessions.

• Ensure adherence to SLAs and contractual commitments.

• Collaborate with Sales, Support, Product, and Engineering teams to address issues.

• Organize internal resources to fulfill partner requirements and drive success.

• Communicate partner feedback to guide product and service enhancements.

• Maintain comprehensive knowledge of NiCE CX products and partner use cases.

• Assist in configurations, architecture design, and process modeling.

• Stay updated on contact center technologies and industry developments.

• Monitor billing accuracy and ensure contract compliance.

• Conduct audits, issue credits, and resolve discrepancies.

• Analyze usage trends and identify any anomalies.

• Provide timely updates regarding releases, issues, and changes.

• Lead and document meetings and communications effectively.

• Manage escalations in a calm and efficient manner.

• Ensure partners receive training on product features and updates.

• Advocate for best practices and internal support for partner needs.

• Identify inefficiencies and contribute to process improvements.

• Mentor colleagues and assist in revitalizing underperforming accounts.

• Adhere to NiCE CX’s Code of Ethics and exemplify professionalism.

⛳️ Requirements

• Bachelor’s degree in business management or a related field, or equivalent experience.

• Over 5 years of experience in account or partner relationship management.

• More than 3 years of experience managing enterprise accounts after the sale.

• Excellent communication and presentation skills across all levels of the organization.

• Technical expertise in contact center environments.

• Demonstrated problem-solving and risk management skills.

• Experience in knowledge sharing and documentation processes.

• Willingness to work flexible hours and travel up to 10%.

🏝️ Benefits

• Health insurance

• Flexible working hours

• Opportunities for professional development