Offer summary

Qualifications:

Bachelor's degree or equivalent work experience, 3-5 years of client management experience, 3-5 years of Customer Success/Engagement experience at a SaaS or technology company, Advanced knowledge of Microsoft Office..

Key responsabilities:

Serve as the primary point of contact for a portfolio of enterprise clients

Manage client onboarding, adoption programs, and feature education

Create and deliver impactful reporting and derive insights from analytics

Collaborate across departments to advocate for client needs and drive contract renewals.

Job description

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 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 .

Overview of Job Function:

The Senior Customer Success Manager will support clients to improve the behavioral intelligence of their sales and service agents. The Senior Customer Success Manager will work cross-departmentally to oversee a portfolio of clients and ensure each client is fully utilizing the platform and set up for long-term success.

Principal Duties and Essential Responsibilities:

Be the primary point of contact and advocate for a portfolio of enterprise clients
Learn and master all aspects of the Verint AI platform and become an expert in call center operations
Mentor teammates and provide guidance
Manage issues, risks, and commitments, technical and operational, to ensure business objectives are met and internal/external obstacles are removed
Manage upgrades, rollouts, and educate the client on feature enhancements and evolution of the platform
Empower users by onboarding them, creating sustainable adoption programs, and driving value
Monitor and oversee clients' usage of the platform and encourage adoption of all features
Create and deliver high impact reporting internally and externally
Deriving actionable insights from in product analytics reporting
Own and manage client and internal team communications at both the Program and Executive levels
Identify opportunities to expand the client relationship and drive contract renewals with the Account Management Team
Work internally, across departments, to deliver compelling solutions for our clients and advocate for client needs
Support internal collaboration by creating/documenting processes, improvements, and best practices

Minimum Requirements:

Bachelor's degree or equivalent work experience
3-5 years of client management experience
3-5 years of Customer Success/Engagement experience at SaaS or technology company
Experience in large enterprise contact centers strongly preferred
Ability to work nights and weekends on occasion
Experience working in a Customer Success/Engagement environment, preferably software or contact center
Demonstrated ability to work independently and adapt your style to rapid organizational and platform change
Advanced knowledge of Microsoft Office
Able to analyze issues and develop a clear action plan
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.

MIN: $110k

MAX: $130k

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

2025 Benefits Offering

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