Client Management Director
Compensation: $165,780.00 - $165,780.00 /year *
Employment Type: Full-Time
Industry: Executive Management
**Client Management Director**
Location **US-Remote (United States)**
Job ID **14437**
**Overview of Job Function:**
The Client Management Director (CMD) position is responsible for the day-to-day client relationship management once the client has implemented our SaaS solutions. The CMD 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 team to identify upsell opportunities.
**Principal Duties and Essential Responsibilities:**
?Ensure clients are effectively leveraging the output of consulting engagements and/or using the software and following a good workforce management process at all levels of the client organization, including the executive level / c-suite.
?Conduct monthly scorecard reviews to inform clients of how well we are performing to contractual Service level Agreements (SLAs).
?Manage contractual SLAs and review internal processes and procedures and make relevant stakeholders aware of performance opportunities that may influence the each client's experience and satisfaction.
?Create a \"roadmap\" with clients on how they can evolve their workforce engagement maturity and leverage more of our solutions and/or consulting offerings.
?Account management including on-site visits with senior client executives to discuss their needs, workforce engagement performance, industry trends, and promote our solutions.
?Liaise on behalf of the customer with Verint internal stakeholders such as Professional Services, Customer Support, Cloud Operations to address any open items aimed at improving solution performance and customer satisfaction.
?Work with the sales team on identifying opportunities for further software and consulting sales to expand the client relationship.
?Facilitate key strategic executive meetings to convey thought leadership and to understand the key strategic priorities of clients.
?Bachelor's degree in business, industrial engineering or related field and/or equivalent work experience.
?12 + years overall experience in a customer-facing consultative role at the senior management level.
?Strong knowledge of branch banking operations or experience with branch workforce management.
?Proven ability to communicate effectively with all levels both internally and externally.
?Ability to write effective business cases outlining value propositions and needs requirements to both external and internal stakeholders.
?Must feel comfortable conducting formal presentations to internal and client executive teams.
?Strong leadership, negotiation, and positioning skills to be able to successfully manage and resolve issues with clients and internal teams.
?Exceptional verbal, written, and presentation skills.
?Ability to read and understand SOWs, contracts and other legal documents.
?Ability to establish cooperation and collaboration among members of cross-functional teams and organizations, internally and externally.
?Works independently with minimal supervision.
?Willingness and ability to travel up to 50%.
?Ability to obtain the necessary credit line required to travel.
?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
?Customers may request that additional checks be conducted on Verint employees. Verint reserves the right, consistent with applicable law, to require employees in certain positions to undergo background checks periodically or as needed based on our customers' requirements.
+ Prior roles focused on direct line management, account management / relationship management, workforce management, and/or sales experience is highly preferred.
+ Experience with analytics is a plus.
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.
Associated topics: b2c, bi, business management, client, intelligence, regional sales, retail, sales, territory sales, transaction
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.
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