Director, Partner Success GSI/BPO

Role Overview

• Lead, mentor, and develop a global team of Partner Success Managers and Implementation Engineers supporting GSI and BPO partners.
• Establish clear performance expectations, success metrics, and scalable operating rhythms across regions.
• Foster alignment, collaboration, and best practice sharing across a multinational team.
• Provide high-level oversight of strategic partner engagements, ensuring adoption, expansion, and long-term value realization.
• Guide the development of global partner success plans tailored to GSI and BPO partners’ unique business models and needs.
• Anticipate challenges, remove barriers, and ensure partners receive consistent, high-quality support worldwide.
• Maintain and deepen senior-level relationships with key GSI and BPO clients.
• Present strategic updates, partner success insights, and high‑impact recommendations to senior‑level executives internally and within partner organizations, ensuring clarity, alignment, and informed decision‑making.
• Serve as a trusted advisor, supporting executive business reviews and high-impact strategic initiatives.
• Represent the Partner Success function in global forums, steering committees, and partner planning sessions.
• Represent NICE at global sales kickoffs, partner summits, and industry events by presenting thought‑leadership content and strategic partner success insights.
• Collaborate with Marketing, Sales, and Partner Leadership to develop impactful narratives, use cases, and industry perspectives aligned to partner needs and market trends.
• Proactively identify misalignments or points of friction between GSI/BPO partners, the Partner Success organization, and the Sales team.
• Lead constructive resolution efforts by facilitating cross-functional discussions, clarifying expectations, and driving shared accountability.
• Partner closely with Global BPO leadership, Global GSI leadership, and Regional Leadership teams to ensure alignment on strategy, delivery, and partner growth.
• Collaborate with Sales, Services, Implementation, Product, and Support teams to advocate for partner needs and influence internal roadmaps.
• Ensure seamless coordination across time zones and functions to deliver a unified partner experience.
• Standardize global engagement models, communication practices, and partner lifecycle processes.

Requirements

• 10+ years in Partner Success, Customer Success, Global Account Management, or related leadership roles.
• Proven experience leading global teams across multiple regions and time zones.
• Deep understanding of GSI and/or BPO delivery models and partnership structures.
• Strong executive communication skills with experience managing large, strategic enterprise relationships.
• Ability to influence senior stakeholders and navigate complex, matrixed organizations.
• Technical aptitude and experience partnering with engineering or implementation organizations.
• Ability to travel up to 30% international travel to meet with partners, attend business reviews, and support regional initiatives.

Benefits

• 10+ years in Partner Success, Customer Success, Global Account Management, or related leadership roles.
• Proven experience leading global teams across multiple regions and time zones.
• Deep understanding of GSI and/or BPO delivery models and partnership structures.
• Strong executive communication skills with experience managing large, strategic enterprise relationships.
• Ability to influence senior stakeholders and navigate complex, matrixed organizations.
• Technical aptitude and experience partnering with engineering or implementation organizations.
• Ability to travel up to 30% international travel to meet with partners, attend business reviews, and support regional initiatives.