Verint Systems, Inc. Customer Success Manager in Alpharetta, Georgia

Customer Success Manager

Location US-GA-Alpharetta

Job ID 13276

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Overview of Job Function :

The Customer Support Organization provides Verint’s installed customer base with post-implementation technical support services for the full line of Verint CES software offerings.

The Customer Success Manager (CSM) is a strategic role that requires working in close partnership with customers to ensure onboarding, adoption, retention and overall success for the customer. The CSM will promote a productive and positive relationship, ensuring account issues are resolved quickly utilizing resources in Sales, Services, Product Support, identifying customer retention risks, representing the voice of the customer by providing internal feedback on the customer experience, etc. The CSM will also be responsible for tracking usage and SLAs, reporting, escalation management, renewal strategy, and overall customer communications to assigned accounts. The CSM will be responsible for having a solid knowledge of Verint solutions and applying the knowledge in all aspects of the job.

Principal Duties and Essential Responsibilities :

  • Provide ongoing account management to a group of Verint Cloud customers. This includes being a primary contact for questions and special requests, providing pro-active communications for planned and unplanned outages, managing critical situations including oversight of critical support issues, point of escalation for customer concerns, and pro-active communication of customer specific Verint information.

  • Develop issue logs and host weekly status meetings with each assigned account.

  • Provide monthly reporting and participate in quarterly business reviews for assigned accounts.

  • Compile monthly user usage and overage information for each account.

  • Track and report on contractual SLAs and make appropriate parties aware of delivery gaps that have a financial or customer retention impact.

  • Coordinate the renewal strategy in partnership with the AE and the Renewal Manager, with the goal of extending the term and increasing usage

  • 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.

  • 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.

  • Work with Support leadership on any identified process changes that would improve overall customer satisfaction for Verint customers.

  • Ensure customers are properly trained on the products and on the processes to use Support.

  • Liaison with other functional areas as needed to address customer needs or requests.

  • Achieve high customer satisfaction ratings from surveys delivered to assigned accounts.

  • Maintain and expand working knowledge of Verint solutions.

Minimum Requirements :

  • 5 + years overall experience in a customer facing role including 3 years in a technical support center and/or 2 years in an account management capacity

  • 3+ years of experience with an enterprise software provider in a SaaS or Cloud deployment model

  • Strong technical aptitude and demonstrated ability to communicate using standard IT and software terminology

  • Ability to effectively and successfully handle customer service issues and conflict situations

  • Ability to learn and retain knowledge on new applications and use the knowledge in daily interactions

  • Excellent written/oral communications skills

  • Ability to read and understand SOWs, contracts and other legal documents

  • Ability to comprehend and communicate technical information to technical and non-technical audiences, and explain impact in business terms

  • Ability to create and present executive level presentations

  • Ability to prioritize and drive issues to a successful resolution on behalf of the customer

  • Demonstrated ability to multi-task and act quickly under pressure

  • Proven ability to increase and sustain exceptional customer satisfaction results

  • Demonstrated ability to utilize tools such as MS Office Suite and CRMs

  • Willingness and ability to travel up to 20%, occasionally at short notice

  • Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations

  • Customers may request that additional checks be conducted on Verint employees.Verint reserves the right, consistent with applicable law, to require employees in certain positions to undergo background checks periodically or as needed based on our customers' requirements.

Preferred Requirements :

  • Bachelor’s degree in engineering, computer science or IT or equivalent

  • Experience with the installation, support, usage, or administration of Verint software

  • Enterprise application professional services experience

  • Contact center operations experience

  • Project management experience \ PMP certification

  • Resource management experience

  • Application Managed Services operations experience

As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.