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Verint Systems, Inc. Customer Success Manager in Topeka, Kansas

Customer Success Manager

Location US-Remote (United States)

Job ID 16106

At Verint, we believe customer engagement is at the core of global brands. Our mission is to help organizations discover opportunities scarcely imagined by connecting work, data, and experiences enterprise wide. 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 Customer Success Manager (CSM) position is responsible for the day to day management and health of assigned accounts to ensure retention and renewal success. The CSM is responsible for the oversight of the client’s branch workforce management program and maximizing the products, services, adoption, and value. The CSM is expected to liaise 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 and Support teams to promote client satisfaction and identify any upsell opportunities.

Principle Duties and Essential Responsibilities:

  • Act as the lead with overall responsibility for the client relationship for all assigned accounts.

  • Understand the client’s business challenges, KPI's and measurement objectives and connect to branch workforce management or related Verint programs.

  • Identify and address any issues causing risk to the relationship.

  • Conduct standing monthly relationship checkpoint meetings with the client, including meeting agendas, content, and follow up.

  • Prepare ad hoc content for client meetings/presentations.

  • Complete and update account plans for each client account. Account plans include key client stakeholders, software and services purchased to date, and opportunities for relationship expansion.

  • Partner with the Sales team in developing an action plan for sales opportunities identified.

  • Demonstrate solution expertise and select industry best practices.

  • Share products/services/code upgrades that will provide additional value to the client.

  • Educate and help clients leverage features within the CloudCords product suite.

Minimum Requirements:

  • Bachelor’s degree in business, technology or related field and/or equivalent work experience.

  • Minimum of 5 years’ experience in a client-facing account management or project management role.

  • Ability to manage client relationships and engage with key stakeholders and senior leaders of the organization in order to build and grow business relationships

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

  • Exceptional verbal and written communicator.

  • Strong presentation skills.

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

  • Demonstrate initiative and a passion around helping clients resolve business challenges.

  • Specialty expertise in branch workforce management and understanding of retail banking and branch operations.

  • Ability to identify sales opportunities in assigned accounts and partner with the sales team to ensure follow up.

  • Proven ability to regularly exceed client expectations.

  • Ability to travel approximately 10-20% as necessary.

  • The ability to obtain the necessary credit line required to travel.

  • 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:

  • Subject matter expertise in branch forecasting, scheduling and best practices in branch workforce management.

  • Experience in consulting or disciplines requiring synthesizing analytics results.

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.

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