Driving successful customer onboarding and utilization of Verint products
Development of road maps with the executives and influencers to help better understand current and long-term business strategy
Identifying Verint solutions that will continue to provide value added to customer objectives
Providing industry’s best practices for technical and business users
Deliver quarterly business reviews to client stakeholders
Identify Verint business opportunities through product and/or service renewals and expansions
Manage a portfolio of enterprise customers, serving as their primary business point of contact with high-touch engagement throughout their CX journey
Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which Verint and its customers can achieve mutual success)
Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives
Track and monitor adoption and facilitate renewal within assigned accounts. Put plans in place to avoid down sells, revenue erosion or non-renewal

Providing exemplary customer service based on strong product and industry knowledge and assuming the "customer advocate" role for escalations, upgrades, and service engagements
Becoming a Trusted Advisor who assists in the customer’s continued growth
Developing strategic Voice of the Customer and Voice of the Employee plans with customers and helping to implement, monitor and measure the success of these plans
Expanding Verint’s sphere of influence in Customer accounts by identifying Customer new contacts of influence; responsible for Customer Relationship interactions such as onboarding, status meetings, QBRs, and executing on account growth strategies, including the entire Verint product suite
Identify opportunities for Customer to communicate the value and successes of interacting with a Verint product through case studies, references, CAB, Engage, Elevate program, and Community
Provide the sales management team with accurate and timely reporting of activities, including weekly and monthly sales forecasts as it relates to renewals and expansions
Provide ongoing account management to a set of named accounts. This includes being a primary contact for questions and special requests, managing critical situations including oversight of critical support issues, point of escalation for customer concerns, and proactive communication of customer specific Verint information.
Host monthly meetings (or more frequent meetings if agreed upon with customer) to review Support cases, review monthly support metrics and other topics deemed important for the customer.
Ensure that critical support cases have defined action plans and the customer clearly understands the plan and the agreed upon timelines.
Tactically manage and strategically position both company and customer to drive the optimal balance of Verint goals and customer advocacy.
Proactively make recommendations to reduce the risk/impact of potential problems.
Assist the Account Executive (AE) and the Professional Services Director (PSD) by providing monthly status reports and by ensuring the AE and PSD are aware of all critical situations for assigned accounts.

Bachelor’s degree in engineering, Computer Science or technical related field.
Overall 9+ Years’ experience required
Five years of account management, business development, or other client relationship experience or equivalent experience
Three years of Customer Success Management experience
Experience working with and managing stakeholders and customers
A high level of accuracy and attention to detail is required
Exceptional written, oral and interpersonal skills
Flexible approach, able to operate effectively with uncertainty and change
Driven, self-motivated, enthusiastic and with a “can-do” attitude
Experience leading customer organisations through the technological transformation of on-premises software into cloud
Proficient in the use of standard business systems: MS Office, Outlook, Word, Excel, and PowerPoint
Must have demonstrated track record of account management success. Ability to establish multipletransactions, and bring them through an entire relationship management process from businessdevelopment, value-proposition, to close, to account maintenance and up-sell/cross-selldevelopment
Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols preferred.

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.

Customer Success Manager

Verint

Customer Success Manager

Verint