Partner Success Manager, CX – This role is responsible for ensuring the long-term success of strategic partner accounts through proactive engagement, technical guidance, and cross-functional coordination. As the primary point of contact, you will build trusted relationships across all levels of partner organizations, from operational teams to executive leadership.
Key Responsibilities
- Act as a trusted advisor and escalation point for assigned partners, ensuring alignment with service level agreements and contractual commitments.
- Lead regular business reviews and strategic planning sessions to assess performance, identify opportunities, and gather actionable feedback.
- Collaborate with Sales, Technical Support, Product, and Engineering teams to resolve complex issues and drive timely solutions.
- Support partners with system configurations, architecture planning, and process optimization to maximize platform value.
- Monitor usage patterns, billing accuracy, and contract compliance, initiating corrections when needed.
- Communicate product updates, known issues, and roadmap changes clearly and promptly.
- Document meetings, action items, and decisions to ensure transparency and accountability.
- Advocate internally for partner needs, influencing product and service improvements based on real-world insights.
- Identify operational inefficiencies and contribute to process refinement initiatives.
- Train partners on new features and best practices to ensure effective adoption and utilization.
- Mentor team members and support recovery strategies for underperforming accounts.
- Maintain up-to-date expertise in contact center technologies and industry trends.
Qualifications
Candidates should hold a bachelor’s degree in business or a related field, or demonstrate equivalent experience. A minimum of five years in partner or account management and three years managing enterprise-level relationships post-sale is required. Strong communication skills, technical fluency in contact center environments, and proven ability to solve complex problems are essential. Experience documenting knowledge and processes is expected. Flexibility to work non-standard hours and travel up to 10% is necessary.
Preferred Background
Familiarity with the organization’s CX product suite and the technologies used by assigned partners is highly advantageous.
Work Environment
This position operates under a hybrid model, requiring two days per week on-site and three days remote, supporting collaboration while respecting work-life balance. The culture emphasizes ambition, innovation, and high-performance standards within a fast-moving, team-oriented environment.
