For years, partner success in monitoring has been defined by answering alarms. At NMC, we’ve searched for a way to take it the extra mile. Partner success has always meant reliability, trust, and partnership, but today, it also means rethinking how we support you, the dealers, in a changing industry.

One of our most exciting developments is the launch of our Partner Success program, led by Partner Success Manager Paula Martinez. This newly developed team is focused on every stage of your journey — from intake and onboarding to engagement and retention. Acting as advocates and liaisons, they help partners navigate NMC’s resources, maximize our tools, and share valuable feedback that shapes how our platforms evolve. Their work ensures consistent, high-value support that strengthens relationships and drives long-term growth for our partners.

“What my team really is going to do is bridge between the dealers and our operation,” Martinez explains. “We want to walk them through NMC’s tools step by step until they’re comfortable.” In practice, that means everyone has a guide inside NMC who understands their business, anticipates their challenges, and connects them with the right expertise at the right time.

One of the most significant shifts in partner success is how feedback drives development. Instead of waiting for you to adapt, we’re shaping our tools and services based on your input. “A lot of our features come from the feedback of our dealers,” says Martinez. “We monitor everything that comes through to see trends and act on them. When we notice more subscriber service requests, for example, we bring in the right people to focus on and fix those issues. That builds trust, and it makes our platforms more intuitive.” This direct feedback loop has already influenced key advancements in Nexus and NexusTech, ensuring that our tools evolve to make you more efficient and competitive.

Technology only creates value when people know how to use it. That’s why the Partner Success team puts a heavy emphasis on education. “It’s important for dealers to know everything we offer so they can offer it to their subscribers,” Martinez explains. “The more knowledge they have, the better equipped they are to make partner decisions. We guide them and share best practices we see across the industry.” Between one-on-one guidance, ongoing demos, and the NMC Training Academy, you gain the confidence to use NMC’s tools and translate that expertise into stronger partner relationships.

When you face serious challenges, the Partner Success team introduces what Martinez calls Hypercare Support — a heightened, personalized level of engagement. Depending on the situation, this may mean daily meetings until a resolution is found, whatever it takes. “We want dealers to feel heard, supported, and set up for success,” says Martinez. This approach ensures that you get reactive solutions and proactive strategies that strengthen their business long-term.