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About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Health insurance
- Flexible working hours
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
account relationship managemententerprise account managementprocess modelingarchitecture designbilling accuracy monitoringcontract compliance auditingproblem-solvingrisk mitigationknowledge sharingcontact center technologies
Soft Skills
communication skillspresentation skillsrelationship buildingmentoringcalm escalation managementadvocacyflexibilityorganizational skillsleadershipfeedback relay
Certifications
Bachelor's degree in business management