Job Title: Director of Alliances – TSD/CCAAS
Location: Remote
Reports To: VP of Alliances
Department: Strategic Alliance
About Us:
CallMiner is a leading provider of AI-powered conversation analytics and customer engagement solutions. The company specializes in using speech analytics and text analytics to help organizations understand customer interactions across various channels, such as voice, chat, email, and social media. By leveraging advanced machine learning and natural language processing (NLP) technologies, CallMiner delivers actionable insights that enable businesses to optimize customer experiences, improve operational efficiency, and drive overall performance.
Industry:
CallMiner operates in the Customer Experience (CX) and Artificial Intelligence (AI) sectors, with a focus on Speech Analytics, Voice of the Customer (VoC), and Predictive Analytics. The company's solutions are utilized by organizations across a wide range of industries, including contact centers, financial services, healthcare, telecommunications, retail, and e-commerce. By enabling real-time feedback, deep conversational insights, and actionable reporting, CallMiner empowers businesses to better understand their customers, enhance service quality, and achieve stronger, data-driven outcomes.
Job Summary:
We are seeking a highly motivated and results-driven Director of Alliances focusing on TSB’S and CCASS partnerships. This individual will play a key role in managing and expanding strategic partnerships with our key TSB’S and CCASS partners, fostering collaborative initiatives and ensuring that our partnerships deliver mutual value. The ideal candidate will have a deep understanding of CallMiner’s ecosystem dynamics and a proven track record of managing complex, cross-functional relationships.
Key Responsibilities:
- TSD and CCAAS industry domain expertise
Proven track record on implementing, managing and generating revenue through TSD’S ( Telarus, Avant, Intelysis) and CCAAS marketplaces ( Genesys, Five9, Zoom)
- Strategic Partnership Management:
Develop and execute strategies to enhance existing alliances and identify new conversational analytics opportunities for CallMiner, Progressing Opportunities through the Sales process and Drive opportunities to close
- Relationship Building & Nurturing:
Cultivate strong, long-term relationships with key stakeholders within partner organizations, ensuring smooth communication and cooperation across teams.
- Joint Business Planning:
Collaborate with partners to co-create business plans, setting joint objectives, KPIs, and go-to-market strategies that drive growth for both parties.
- Performance Monitoring & Reporting:
Regularly assess the performance of strategic partnerships, tracking key performance indicators (KPIs) and providing regular reports to senior management. Take corrective action when necessary.
- Cross-Functional Collaboration:
Work closely with sales, marketing, product, and operations teams to align partner initiatives with internal company goals. Facilitate seamless communication between internal and partner teams.
- Contract Negotiations & Agreement Management:
Lead negotiations and the reviewing of partnership agreements, ensuring they are clear, mutually beneficial, and compliant with company policies and objectives.
- Market Intelligence & Competitive Analysis:
Keep abreast of industry trends, competitor activities, and new partnership models to ensure that the company remains competitive and innovative in its alliance strategies.
- Problem Solving & Conflict Resolution:
Proactively identify and resolve challenges or conflicts that may arise between the company and its partners. Ensure that issues are addressed promptly and effectively.
- Partner Enablement:
Work with internal teams to support partners with necessary resources, training, and tools to maximize the effectiveness of the partnership.
Qualifications:
- Education:
Bachelor’s degree in Business, Marketing, or related field. MBA is a plus.
- Experience:
5+ years of experience in customer, partner or alliance management for SaaS organization, business development, or sales, preferably within conversational analytics or contact center technology
- Skills:
- Strong negotiation and communication skills.
- Ability to build and maintain relationships at all organizational levels.
- Experience with contract management and legal agreements.
- Knowledge of alliance ecosystems, market trends, and partnership models.
- Strategic thinker with a focus on results and mutual growth.
- Strong project management and organizational skills.
Technical Skills:
- Proficiency in CRM software (Salesforce, HubSpot, etc.)
- Partnership management tools.