Partner Program Manager

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Company: NICE inContact
Location: Remote

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Partner Program Manager


Location: Salt Lake City, UT

The Partner Program Manager is a blended role combining the skills of a Sr. Consultant with the management responsibilities of a consulting manager. This position is primarily a partner-facing, billable position chartered with owning the relationship between NICE inContact and our Certified Implementation Partners (CIPs). Partner Program Managers engage CIPs in a consultative capacity and provide specialized expertise around NICE inContact products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, integrations, WFM/QM and others.

The Partner Program Manager functions in a consultative facet to multiple assigned groups of CIPs, with an overall goal to make them an extension of NICE inContact’s internal Professional Services department. Responsible for both technical and business tasks including managing partner relationships, program/process automation/development, technical product support, and implementation delivery. Partner Program Managers oversee the configuration of NICE inContact products, based on best practices and customer requirements, coordinate inter-departmental activities within NICE inContact, forecast delivery of projects by quarter, track time and status within NICE inContact systems, act as the escalation point for project risks/customer concerns, and other tasks related to the success of his or her engagement. This position is also a partner leader and is expected to serve as a mentor and coach for partner leadership, project and implementation managers.

This position is responsible for consultative performance in all areas related to NICE inContact solutions provisioning, implementation, and deployment of technical and business solutions to clients. The customer base consists of public and private sector agencies and businesses employing diverse information management and contact center environments.

As a Partner Program Manager, a Typical Day Might Include the Following:

TECHNICAL

  • Provide Level 2 technical support guidance to partners, internal junior team members and non-technical account managers.
  • Provide process, data and object modeling in a variety of application and database environments.
  • Provide assessment of database design, development, and enhancement, as well as management and coordination of changes to existing applications.
  • Provide insight to technical architecture leadership, analysis, design, development, and enhancement.
  • Maintain senior-level expertise in industry leading contact center technologies.
  • Coordination of Subject Matter and Product Experts to confirm configuration issues and or platform limitations


PROJECT

  • Serve in a project manager capacity via management of end to end system life cycle development of small to large-scale projects.
  • Provide consultative support for best practices regarding solution design and configuration
  • Project tracking via NICE inContact systems and processes
  • Act as point of escalation for implementation, technical, customer or project related concerns
  • Ability to work in a fast-paced environment overseeing the deployment of up to 40 continuous projects


BUSINESS

  • Assist with comprehensive cost/benefit analysis and preparation of business cases for new projects.
  • Conduct weekly meetings with partner leadership to cover issues, risks and project status
  • Conduct quarterly business reviews with CIP leadership to go over actual performance and create action plans when needed
  • Liaison to assist in CIP business goals
  • Stakeholder and project sponsor of internal program and process changes
  • Assist with quarterly forecasts and provide status updates to upper level management and sales teams on a continual basis
  • Provide feedback and assist with the creation of partner program features, presentations, and internal evangelizing.
  • Present a professional image in conduct, attitude and attire.


SUPERVISORY

  • Supervise multiple teams of CIPs, consisting of senior leadership, project managers, implementation managers and platform engineers
  • Provide leadership to individuals on team(s) through coaching, feedback, QA audits, quarterly business reviews, and performance improvement plans
  • Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives.
  • Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload.
  • Responsible for onboarding both new CIPs and their Implementation Managers, including organizing of training and certification.


To Land This Gig You’ll Need:

  • BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. MBA preferred.
  • 6+ years of professional experience beyond education requirements above.
  • 1+ years management experience. Type of experience varies depending on Consultant’s specialization:

    • Experience with managing external partnerships and coordinating with internal departments
    • Implementation: broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
    • Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.
    • Education & Enablement: professional and confident public presence; experience in commanding large audiences as a trainer and/or speaker.
    • Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.


Bonus Experience:

  • Prior consulting experience.
  • Project Management
  • Relationship management


ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.