Senior Partner Success Manager, CX

So, what’s the role all about?

The 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.

How will you make an impact?

1. Partner Relationship Management

• 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.

2. Cross-Functional Collaboration

• 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.

3. Technical Enablement

• 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.

4. Financial Oversight

• Monitor billing accuracy and contract compliance.
• Conduct audits, issue credits, and resolve discrepancies.
• Track usage trends and identify anomalies.

5. Communication & Escalation

• Provide timely updates on releases, issues, and changes.
• Lead and document meetings and communications.
• Manage escalations calmly and effectively.

6. Education & Advocacy

• Ensure partners are trained on product capabilities and updates.
• Promote best practices and internal advocacy for partner needs.

7. Process Improvement & Leadership

• 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.

Have you got what it takes?

• 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%.

Preferred

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

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!