Associate Customer Success Manager

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:

The Associate Customer Success Manager (CSM) serves as a customer and company advocate. The role displays customer service skills, striving to become a trusted advisor to the customer. The CSM is passionate about the product, engaging customers, ensuring their happiness, and showing the value of the overall solution. The CSM will be responsible for learning the Verint Product Solutions and applying this knowledge in all aspects of the job.

Principal Duties and Essential Responsibilities:

• Assist in delivering value to customers by understanding customer outcomes, business challenges, key KPIs, and providing recommendations.
• Support creating and delivering a success roadmap that aligns with each customer's unique business goals and objectives.
• Help 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.
• Learn and become a subject matter expert on assigned Verint Product Solutions so that you can speak and demonstrate intelligently about the product's value and usage.
• Assist in the 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.
• Work 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.
• 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.

Requirements

inimum Requirements:

• Bachelor’s degree or equivalent experience
• Minimum of 0-3 years of experience in a customer-facing role focused on Customer Success
• 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
• A strong sense of urgency to perform actions quickly
• Detail-oriented
• Strong team player but a self-starter that can operate independently
• Proficiency in multitasking, such as handling escalation calls in the morning, conducting best practices calls during mid-day, facilitating onboarding meetings in the afternoon, etc.
• Ability to effectively and successfully handle customer service issues and conflict situations
• 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:

• Proven ability to support continuous value of our product(s), with a passion for customers to help them succeed
• Prior experience in closing renewals and/or professional services opportunities
• Experience managing customers of various sizes and knowing how/why to manage them differently
• Experience with Totango or other success platforms
• Experience in a CCaaS or CX Automation environment
• Experience with Verint products

Benefits

Benefits:

You've learned about what you'll be doing, here are some of the benefits you'll be getting when you join Calabrio:

• Global team recognized for their passion and innovation

• Innovative product culture and project exposure

• Training and development from industry-leading experts

• Cutting edge benefit programs that include: 401(k) with company matching; medical, dental, and vision insurance; disability and life insurance; flexible PTO; paid holidays and parental leave; tuition reimbursement and more

• We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Starting rate of pay for this salaried position is targeted at $100,000.

Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent

What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity.  Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you’ll feel motivated and genuinely excited to come to work!

Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.

We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing recruiting3@calabrio.com. An applicant requesting accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information.

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