Technical Partner Account Manager

🕒 Abril 30

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💰 Gerente de Contas

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NICE

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1991

☁️ SaaS

🤖 Inteligência Artificial

📡 Telecomunicações

SaaS • Artificial Intelligence • Telecommunications

NICE é uma fornecedora líder de soluções de automação de atendimento ao cliente impulsionadas por IA, transformando contact centers em centros de experiência do cliente de classe mundial. Sua plataforma CXone Mpower oferece automação ponta a ponta dos fluxos de trabalho de atendimento, integrando agentes humanos e de IA para entregar interações eficientes e personalizadas. As ofertas da NICE incluem IA para experiência do cliente (CX), soluções digitais e de autoatendimento, engajamento e gestão da força de trabalho, e plataformas completas de contact center em nuvem. A empresa é reconhecida como líder no setor de Contact Center as a Service (CCaaS), fornecendo ferramentas para aumentar a eficiência operacional, impulsionar o engajamento dos colaboradores e elevar a satisfação dos clientes.

Descrição

• 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.

🎯 Requisitos

• 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%.

🏖️ Benefícios

• Health insurance • Flexible working hours • Professional development opportunities