Bachelor’s degree in a technology discipline or related field, or equivalent experience., 7+ years overall experience in a customer-facing role, including 3 years in a technical support center and/or 2 years in account management., Strong technical aptitude with the ability to translate complex solutions into business outcomes for executive audiences., Excellent written and oral communication skills..
Key responsabilities:
Serve as the strategic point of contact for assigned enterprise accounts, fostering strong partnerships with customer executives.
Proactively identify recommendations to mitigate potential problems and develop escalation resolution plans.
Develop and execute Joint Success Plans aligned to customer goals, tracking measurable business outcomes.
Monitor customer performance against key KPIs and provide actionable insights to stakeholders.
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Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. With this approach, brands can navigate and thrive as they adapt to the future of work, eliminate the inefficiencies created by organizational and data silos, and consistently deliver differentiated experiences at scale across every interaction.
Our solutions help brands close the gap created when they lack the resources required to deliver experiences that fulfill customer expectations. Closing this Engagement Capacity Gap™ helps them build lasting relationships with customers and drive real business results.
The Verint Customer Engagement Platform draws on the latest advancements in artificial intelligence and analytics, open integration, and the science of customer engagement to meet ever-increasing, ever-shifting consumer interactions and demands. We help our customers to drive even greater value from their technology investments by working closely with a broad ecosystem of solutions and partners.
With Verint, brands can finally unlock the potential of customer engagement across every area of the business to deliver consistently differentiated experiences to their customers and employees, and do so at scale to realize tangible business results.
Global Presence
• Headquartered in Melville, N.Y., with 40+ offices worldwide
• Powered by 4,500 dedicated professionals and a global partner network
Closing the Engagement Capacity Gap
Brands today are challenged to deliver quality customer experiences across dozens of engagement channels, hundreds of customer journeys, and millions of interactions – all with the same team and resources. This results in an Engagement Capacity Gap.
Verint solutions are uniquely geared toward closing this gap.
More than 10,000 organizations in over 175 countries—including more than 85 percent of the Fortune 100 — rely on Verint.
To learn more, visit: www.verint.com
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 Strategic Customer Engagement Manager focuses on building long-term, mutually beneficial partnerships with key Verint customers, opportunities to drive value, and ensuring customer satisfaction and retention. The Strategic Customer Engagement Manager acts as a bridge between the company and several key accounts throughout the customer life cycle, understanding their needs and strategically guiding them towards a rapid realization of differentiating business outcomes.
Principal Duties and Essential Responsibilities:
Serve as the strategic point of contact for assigned enterprise accounts, fostering strong, trusted partnerships with customer executives and key stakeholders
Proactively identify recommendations to reduce the risk/impact of potential problems, flagging and developing escalation resolution plans as necessary
Act as a trusted advisor by providing insights, recommendations, and industry best practices to guide customers toward optimized outcomes
Develop and execute Joint Success Plans aligned to customer goals, tracking measurable business outcomes and delivering consistent value
Through a deep understanding of clients' objectives, challenges, and needs, identify opportunities to add additional strategic value for key accounts, whether through new products, services, or solutions, driving increased ARR
Partner with internal stakeholders such as Sales, Support, Services, and R&D to ensure alignment and deliver on client expectations
Monitor customer performance against key KPIs (renewals, adoption, NPS/CSAT), identify trends, and provide actionable insights to internal and external stakeholders
Cultivate strong, long-term relationships with key clients, acting as a trusted advisor and advocate
Ensure customers remain renewal-ready by proactively addressing adoption challenges, demonstrating realized value, and reinforcing partnership success
Minimum Requirements:
Bachelor’s degree in a technology discipline or related field, or equivalent experience
7+ 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
Strong technical aptitude with the ability to translate complex solutions into business outcomes for executive audiences.
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
Demonstrated success in value realization, adoption management, and retention for enterprise software customers
Excellent written and oral communication skills
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 with a sense of urgency at all times
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 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
The ability to obtain the necessary credit line required to travel
Preferred Requirements:
Experience with the installation, support, usage, or administration of Verint software
Previous experience with Oracle CRM and/or ERP solutions
Enterprise application professional services experience
Strong understanding of SaaS, CX-Automation, or CCaaS industries
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
Required profile
Experience
Spoken language(s):
English
Check out the description to know which languages are mandatory.