Verint Systems, Inc. Customer Success Manager in Salem, Oregon
Customer Success Manager
Location US-Remote (United States)
Job ID 15180
Overview of Job Function:
Our Customer Success Manager (CSM) is a trusted customer advisor for Verint Cloud customers, working with customer influencers and decision makers to achieve overall business objectives through the utilization of Verint products. The CSM will cultivate client loyalty and satisfaction by bridging organizational and technical relationships. Portfolio responsibility will consist of both direct enterprise and channel customers across the Americas Region. You will partner with clients to secure annual contract renewals, expanding both the breadth and depth of Verint portfolio. . The CSM will engage with internal teams Pre-Sales, Sales Operations, Support and Professional Services teams to provide a successful customer experience
Customer Success Manager responsibilities include:
•Driving successful project implementation support, onboarding, and utilization of Verint products
•Development of roadmaps with the executives and influencers to help better understand current and long-term business strategy.
•Identifying Verint solutions which will continue to provide value add to customer objectives
•Providing industry best practices to technical and business users
•Delivery quarterly business reviews to client stakeholders
•Identify Verint business opportunities through product and/or service renewals and expansions
Principal Duties and Essential Responsibilities:
•Providing exemplary customer service based on strong product and industry knowledge assuming the "customer advocate" role for escalations, upgrades, services engagements
•Become a Trusted Advisor who assists in the customer continued growth
•Develops strategic Voice of the Customer and Voice of the Employee plans with customers and helps to implement, monitor and measure success of these plans
•Expands 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
•Identifies opportunities for Customer to communicate the value and successes of interacting with a Verint product through case studies, references, CAB, Engage, Elevate program, 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
•Bachelor's Degree in Business Administration or a related field preferred
•Five years of account management, business development, or other client relationship experience
Or equivalent experience
•High degree of personal integrity and professionalism.
•Exceptional written and oral skills
•Exceptional organization skills
•Able to handle multiple priorities simultaneously
•Experience leading customer organizations through technology transformation of on-premise software to cloud.
•Experience in Microsoft PowerPoint, Excel, Oracle, Salesforce and Tableau preferred
•Must have demonstrated track record of account management success. Ability to establish multiple transactions, and bring them through an entire relationship management process from business development, value-proposition, to close, to account maintenance and up-sell/cross-sell development.
•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
•Application software or contact center related sales a plus
•Proficient in the use of standard business systems: MSOffice, Outlook, Word, Excel, and PowerPoint, other CRM systems a plus.
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.
Verint Systems, Inc.
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