200+ applicants

Company

Verint · 7 hours ago

Sr. Customer Success Manager (bilingual)

United States

Full-time

Remote

Senior Level

$125K/yr - $145K/yr

7+ years exp

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IT Services and IT Consulting

Comp. & Benefits

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Responsibilities

Identify, create, and lead efforts for delivering value to customers by understanding customer strategic outcomes, business challenges, key KPIs and providing recommendations.

Create and deliver a success roadmap that aligns with each customer's unique business goals and objectives.

Drive product adoption, education, and usage across your portfolio to deliver meaningful business outcomes that ensure all contacts are Verint evangelists.

Collaborate with customers to increase their usage and adoption of our solutions to ensure they achieve their desired outcomes.

Be an expert on assigned Verint Product Solutions to speak and demo intelligently about the value and usage of the product.

Responsible for an ongoing assessment of the business value being delivered and acknowledged by the client that can be leveraged for renewals and business growth discussions.

Identify Expansion Opportunities to drive revenue growth.

Negotiate and close renewals with existing customers.

Own working with the customers to: Increase usage and adoption, ensure retention, and create an environment of customer delight.

Evaluate the health scores of our customers using tools like Totango and assign a health score to each customer. Document the rationale for each health score assigned.

Bring intelligent product feedback and recommendations from customers back to the product team.

Advocate customer needs/issues cross-departmentally.

Manage account escalations as needed.

Act as one of the functions echoing the voice of the customer within Verint, ensuring that customer feedback and needs are effectively communicated within the organization.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementVerint Product SolutionsTotangoStrategic Thinking

Required

Bachelor’s degree or equivalent experience

Minimum of 7-10 years of experience in a customer-facing role focused on Customer Success

A strong sense of urgency to perform actions quickly

Proven ability to drive continuous value of our product(s), with a passion for customers to help them succeed

Proficiency in quickly learning and understanding software, with the ability to effectively communicate and demonstrate their capabilities, whether in a presentation format or through direct demonstrations in a lab environment

A “do what it takes” mentality

Detail-oriented and a strategic thinker

Strong team player but a self-starter who can operate independently

Proficiency in managing diverse tasks concurrently, such as handling support escalation calls in the morning, conducting best practices calls during mid-day, and facilitating onboarding meetings in the afternoon, etc.

Ability to effectively and successfully handle customer service issues and conflict situations

Bilingual

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