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Verint Systems, Inc. Customer Success Manager in Boston, Massachusetts

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:

Verint’s Experience Management (XM) business unit is seeking an experienced Customer Success Manager (CSM). The CSM position is responsible for the day to day management and health of assigned accounts to ensure retention and renewal success as the advocate through the customer’s Verint Journey. The CSM is responsible for the oversight of the client’s voice of customer program and maximizing the products, services, adoption, and value. The CSM is expected to earn the right of trusted advisor with key client stakeholders to understand the client’s business needs and challenges, drive adoption of Verint products and services, address any account servicing activities or concerns, and share the latest products and services. This role will work closely with the Sales team to identify any upsell opportunities.

Principal Duties and Essential Responsibilities:

  • Manages an assigned Customer book of business and meets or exceeds defined renewal and upsell targets.

  • Provides exemplary Customer service based on strong product and industry knowledge and assumes the "customer advocate" role for escalations, upgrades, services engagements.

  • Ensures customer maximizes the resources and processes in Verint to achieve the critical milestones that drive the partnership towards the goals of their VoC program.

  • Provides weekly forecast and status reports to management.

  • Demonstrates the understanding of the client’s business challenges, KPIs through the development of measurement objectives and supporting metrics.

  • Establish a cadence of communication practices including meeting agendas, content, and follow up to track progress towards successfully achieving their business objectives.

  • Perform account planning, including insight delivery planning, services utilization, and a “now, next, future” strategy.

  • Accurate and timely report internal administration: CRM, weekly pipeline forecasting, ongoing reports to management, renewal planning and proposal preparation.

  • Collaborate with colleagues and internal departments to achieve underlying fundamental objectives and goals.

  • Provide recommendations to optimize a client Voice of Customer program.

  • Providing industry expertise and CX thought leadership.

  • Sharing best practices around upgrades and enhancements that will provide additional value to the client.

Minimum Requirements:

  • BA/BS degree or equivalent work experience.

  • 5-7 years’ experience in a client facing role utilizing either Customer Advocate Expertise or Account Management.

  • Ability to manage client relationships and engage with stakeholders at all levels of the organization in order to build and grow business relationship.

  • Ability to establish cooperation and collaboration among members of cross functional teams and organizations, internally and externally.

  • Strong business knowledge and acumen, and ability to connect data to client’s business objectives.

  • Exceptional verbal and written communicator.

  • Proficient in the use of standard business systems: MSOffice, Outlook, Word, Excel, and PowerPoint.

  • This position requires travel 25% of the time.

  • 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 in the voice of customer/experience management industry.

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Verint Systems Inc. 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 one’s race (including but not limited to natural hair, hair texture, hair type and protective hairstyles), color, religion, national origin, or sex, pregnancy (including childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), sex stereotyping, (including assumptions about a person’s behavior or appearance, gender roles, gender identity, gender expression including gender dysphoria, or transgender status), disability, alienage or citizenship or immigration status, marital status, creed, genetic information, predisposition or carrier status, sexual orientation, military or Veteran status, political affiliation, familial status, caregiver status, status as a victim of domestic violence, unemployment status, natural hairstyles, sexual and other reproductive health decision-making, or any other classification or characteristic protected by applicable federal, state or local laws (collectively, “Protected Characteristics”), will not be tolerated. 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.

For US Applicants

_2024 Benefits Offering (https://fa-epcb-dev1-saasfaprod1.fa.ocs.oraclecloud.com/fscmUI/faces/AtkTopicContentQuickPreview?TopicId=300000160018102&Title=Verint+2024+Benefits)_

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