Customer 360 Director

Job Description

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with 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 .

Overview of Job Function:

Verint’s Customer 360 Director leads our customer-led growth program. This strategic program leverages customer insights to qualify and quantify customer value, then operationalize and optimize the end-to-end customer experience. The role will collaborate with virtual account teams including account executives, customer success managers, professional services, customer care and renewal managers to ensure customer satisfaction, retention, and growth of our most key strategic accounts. The Customer 360 Director provides strategic guidance and program management oversight to enable positive customer experiences and foster long-term partnerships with customers.

Principal Duties and Essential Responsibilities:

• Engage with customers and Verint business stakeholders to accelerate initial and sustainable customer value.
• Develop and implement proactive strategies to enhance the customer 360 program.
• Orchestrate customer 360 meetings with account executives, customer success managers, professional services, customer care and renewal managers to discuss customers and account plans.
• Own named customers and work with customer 360 teams to drive desired customer and business outcomes.
• Collaborate with technical teams to continuously improve our AI powered enterprise sights.
• Analyze data to improve customer experience and identify and help drive functional and cross-functional areas of improvement.
• Establish and implement cross-functional processes to support the success of the customer 360 program.
• Drive accountability of the team to key attain key metrics.
  
  
  

Minimum Requirements:

• Bachelor’s degree with 10 years of experience in a combination of business functions such as sales, customer success, support, and account management
• 8 years' experience managing large, cross-functional, strategic programs Adept at working with all levels within the organization, including senior leaders, to drive change
• Proven ability to collaborate effectively on complex projects in a matrixed environment
• Proven ability to think strategically and translate strategy into execution
• Excellent verbal and written communication skills capable of evangelizing customer success into the wider organization and supporting the transition to a SaaS culture
• Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations.
  
  
  

Preferred Requirements:

• Contact Center and/or Unified Communications experience
• Experience managing renewal activities in a B2B SaaS environment
  
  
  

About The Team

Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.

For US Applicants

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