At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
So, what’s the role all about?
The Director, Global Partner Success – GSI/BPO is responsible for leading a worldwide team of Partner Success Managers and Implementation Engineers dedicated to Global System Integrator (GSI) and Business Process Outsourcing (BPO) partners. This role drives strategic success at the highest levels, ensures consistent global partner experience, and maintains deep, trusted relationships with large enterprise partners across regions. The Director acts as a senior partner advocate and cross-functional leader, collaborating with global and regional teams to advance shared goals and deliver exceptional outcomes.
How will you make an impact
Global Leadership & Team Management
- Lead, mentor, and develop a global team of Partner Success Managers and Implementation Engineers supporting GSI and BPO partners.
- Establish clear performance expectations, success metrics, and scalable operating rhythms across regions.
- Foster alignment, collaboration, and best practice sharing across a multinational team.
Strategic Partner Success
- Provide high-level oversight of strategic partner engagements, ensuring adoption, expansion, and long-term value realization.
- Guide the development of global partner success plans tailored to GSI and BPO partners’ unique business models and needs.
- Anticipate challenges, remove barriers, and ensure partners receive consistent, high-quality support worldwide.
Executive Relationship Management
- Maintain and deepen senior-level relationships with key GSI and BPO clients.
- Present strategic updates, partner success insights, and high‑impact recommendations to senior‑level executives internally and within partner organizations, ensuring clarity, alignment, and informed decision‑making.
- Serve as a trusted advisor, supporting executive business reviews and high-impact strategic initiatives.
- Represent the Partner Success function in global forums, steering committees, and partner planning sessions.
Thought Leadership & Industry Presence
- Represent NICE at global sales kickoffs, partner summits, and industry events by presenting thought‑leadership content and strategic partner success insights.
- Deliver compelling sessions, panels, and keynote‑style presentations that reinforce NICE’s market leadership and strengthen relationships with GSI and BPO partners.
- Collaborate with Marketing, Sales, and Partner Leadership to develop impactful narratives, use cases, and industry perspectives aligned to partner needs and market trends.
Conflict Management & Resolution
- Proactively identify misalignments or points of friction between GSI/BPO partners, the Partner Success organization, and the Sales team.
- Lead constructive resolution efforts by facilitating cross-functional discussions, clarifying expectations, and driving shared accountability.
- Serve as an impartial senior mediator to ensure issues are resolved quickly, professionally, and in a manner that protects partner relationships while supporting strategic business objectives.
- Establish repeatable frameworks for escalation handling, communication protocols, and conflict‑prevention best practices across global teams.
Cross-Functional Collaboration
- Partner closely with Global BPO leadership, Global GSI leadership, and Regional Leadership teams to ensure alignment on strategy, delivery, and partner growth.
- Collaborate with Sales, Services, Implementation, Product, and Support teams to advocate for partner needs and influence internal roadmaps.
- Ensure seamless coordination across time zones and functions to deliver a unified partner experience.
Operational Excellence
- Standardize global engagement models, communication practices, and partner lifecycle processes.
- Monitor partner health and performance using data-driven insights, identifying global trends and areas for improvement.
- Drive continuous improvement of tools, processes, and partner programs supporting the GSI/BPO ecosystem.
Have you got what it takes?
- 10+ years in Partner Success, Customer Success, Global Account Management, or related leadership roles.
- Proven experience leading global teams across multiple regions and time zones.
- Deep understanding of GSI and/or BPO delivery models and partnership structures.
- Strong executive communication skills with experience managing large, strategic enterprise relationships.
- Ability to influence senior stakeholders and navigate complex, matrixed organizations.
- Technical aptitude and experience partnering with engineering or implementation organizations.
- Ability to travel up to 30% international travel to meet with partners, attend business reviews, and support regional initiatives.
You will have an advantage if you also have:
- Experience in a global technology or SaaS organization. Professional services, or Solution Delivery
- Deep knowledge of global partner ecosystems or channel/alliances strategy.
- MBA or equivalent strategic/business education.
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
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