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Overview of Job Function: The Sr. Customer Success Manager (CSM) is a strategic role that serves as our number one customer and company advocate. The role displays superior customer management and consultancy skills, striving to become a trusted advisor to the customer. The Sr. CSM is passionate about the product, engaging customers, ensuring their happiness, demonstrates an aptitude for understanding modern technology, and showing the value of the overall solution. The role has impeccable relationship skills and can create win/win environments for all parties that they work with, both internal & external. The Sr CSM will be responsible for having a solid knowledge of Verint Digital First Engagement (DFE) solutions and applying the knowledge in all aspects of the job. Principal Duties and Essential Responsibilities: Identify, create, and lead efforts for delivering value to customers by understanding customer outcomes and providing recommendations
Be an expert on Verint Messaging and other DFE products to speak and teach intelligently the value and usage of the product.
Create and deliver a success roadmap that aligns with each customers unique business goals and objectives.
Responsible for an ongoing assessment of the business value being delivered and acknowledged by the client through data analysis, and a deep understanding of the client’s business goals that can be leveraged for renewals and business growth discussions.
Drive product adoption, education, and usage across your portfolio of enterprise customers to deliver meaningful business outcomes that ensures all contacts are Verint evangelists
Identify opportunities for professional services engagements to further enhance the capabilities of the product.
Negotiate and close renewals with existing customers.
Own working with the customers to: Increase adoption, ensure retention, and create an environment of customer delight.
Bring intelligent product feedback and recommendations from customers back to the product team.
Advocate customer needs/issues cross-departmentally.
Program manage account escalations as needed.
Minimum Requirements:
Bachelor’s degree or equivalent experience
Minimum of 7 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
A “do what it takes” mentality
Detail oriented and a strategic thinker
Ability to effectively and successfully handle customer service issues and conflict situations
Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations
Preferred Requirements:
Strong team player but a self-starter that can operate on independently
Prior experience working with SAAS products
Prior experience in closing renewals and/or professional services opportunities
Ability to juggle multiple, very different tasks
Experience managing customers of various sizes and knowing how/why to manage them differently
Experience with Salesforce and/or Oracle platforms
