Sales & Customer Success Specialist
Scalepex
Senior Partner Success Manager
NICE
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇲🇽 Mexico
Visit company websiteJob Level
Senior
About the role
- 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.
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%.
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
account managementpartner relationship managementprocess modelingarchitecture designbilling accuracycontract complianceproblem-solvingrisk mitigationknowledge sharingcontact center technologies
Soft skills
communication skillspresentation skillsrelationship buildingmentoringadvocacycalm escalation managementflexibilityorganizational skillsfeedback relayprocess enhancement
Certifications
Bachelor's degree in business management
