Customer Success Manager

Verint Financial Compliance

9 - 14 years

8 - 13 Lacs

Bengaluru

Posted:6 hours ago| Platform:

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Skills Required

Relationship management Computer science Telecom VOIP CTI Account management Customer relationship Customer service Business strategy MS Office

Work Mode

Work from Office

Job Type

Full Time

Job Description

Driving successful customer onboarding and utilization of Verint products
Development of road maps with the executives and influencers thelp better understand current and long-term business strategy
Identifying Verint solutions that will continue tprovide value added tcustomer objectives
Providing industry s best practices for technical and business users
Deliver quarterly business reviews tclient stakeholders
Identify Verint business opportunities through product and/or service renewals and expansions
Manage a portfoliof enterprise customers, serving as their primary business point of contact with high-touch engagement throughout their CX journey
Understand customers business value drivers, success criteria, and KPIs tdevelop Customer Success Plans (actionable blueprints by which Verint and its customers can achieve mutual success)
Establish a regular cadence of Executive Business Reviews with the customer ttrack progress towards their stated business objectives
Track and monitor adoption and facilitate renewal within assigned accounts. Put plans in place tavoid down sells, revenue erosion or non-renewal

Bachelor s degree in engineering, Computer Science or technical related field.
Overall 9+ Years experience required
Five years of account management, business development, or other client relationship experience or equivalent experience
Three years of Customer Success Management experience
Experience working with and managing stakeholders and customers
A high level of accuracy and attention tdetail is required
Exceptional written, oral and interpersonal skills
Flexible approach, able toperate effectively with uncertainty and change
Driven, self-motivated, enthusiastic and with a can-dattitude
Experience leading customer organisations through the technological transformation of on-premises software intcloud
Proficient in the use of standard business systems: MS Office, Outlook, Word, Excel, and PowerPoint
Must have demonstrated track record of account management success. Ability testablish multipletransactions, and bring them through an entire relationship management process from businessdevelopment, value-proposition, tclose, taccount maintenance and up-sell/cross-selldevelopment
Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols preferred.

Providing exemplary customer service based on strong product and industry knowledge and assuming the "customer advocate" role for escalations, upgrades, and service engagements
Becoming a Trusted Advisor whassists in the customer s continued growth
Developing strategic Voice of the Customer and Voice of the Employee plans with customers and helping timplement, monitor and measure the success of these plans
Expanding Verint s sphere of influence in Customer accounts by identifying Customer new contacts of influence; responsible for Customer Relationship interactions such as onboarding, status meetings, QBRs, and executing on account growth strategies, including the entire Verint product suite
Identify opportunities for Customer tcommunicate the value and successes of interacting with a Verint product through case studies, references, CAB, Engage, Elevate program, and Community
Provide the sales management team with accurate and timely reporting of activities, including weekly and monthly sales forecasts as it relates trenewals and expansions
Provide ongoing account management ta set of named accounts. This includes being a primary contact for questions and special requests, managing critical situations including oversight of critical support issues, point of escalation for customer concerns, and proactive communication of customer specific Verint information.
Host monthly meetings (or more frequent meetings if agreed upon with customer) treview Support cases, review monthly support metrics and other topics deemed important for the customer.
Ensure that critical support cases have defined action plans and the customer clearly understands the plan and the agreed upon timelines.
Tactically manage and strategically position both company and customer tdrive the optimal balance of Verint goals and customer advocacy.
Proactively make recommendations treduce the risk/impact of potential problems.
Assist the Account Executive (AE) and the Professional Services Director (PSD) by providing monthly status reports and by ensuring the AE and PSD are aware of all critical situations for assigned accounts.

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