Customer Success Manager
Employment Type: Full-Time
Industry: Non-Executive Management
**Customer Success Manager**
Location **US-Remote (United States)**
Job ID **14395**
**Overview of Job Function** :
The Customer Success Manager (CSM) is a strategic role that requires working in close partnership with SIS End-Customers to ensure long-term success for both the End-Customer and SIS.
The SIS Customer Success Manager will promote a productive and positive relationship, ensuring End-Customer success by following a defined methodology and by coordinating SIS resources in Sales, Sales Operations, Professional Services, Product House and Solution Support.
**Principal Duties and Essential Responsibilities** :
+ Serve as the primary point of contact for assigned accounts and manage the entire End-Customer Lifecycle.
+ Serve as a single two-way touch point for End-Customers for everything (i.e. Account Management).
+ Responsible to manage and collaborate on all aspects of delivering Sales, Projects, Services, Support and Logistics.
+ Facilitate all SIS Organizational Touchpoints (PMG, PH, VIP, etc.).
+ Achieve high customer satisfaction ratings from surveys delivered to assigned accounts.
+ Perform specific End-Customer success management activities according to the defined SIS CSM methodology for each phase of the End-Customer lifecycle.
+ Create a Customer Success plan for all assigned End-Customers.
+ Become the End-Customer advocate and expert.Proactively facilitate customer discovery discussions to understand and document business and technical environment requirements necessary for the formulation of optimal solutions.
+ Collaborate on all solution designs, quotes/bids and creation of SOWs.
+ Manage presales to post sales handoff with supporting documentation and onsite meeting support.
+ Project coordinate all End-Customer projects by serving as the liaison to the End-Customer and the integrator partner with the SIS PMO Central for all schedule coordination and communication, reporting and risk management.
+ Hold weekly project status meetings with the End-Customer and the Integrator partner and track issues and risks
+ Ensure that End-Customer operator and other constituents are properly on-boarded to understand what they bought, why they bought it, how it works and what value it will bring to the End-Customer organization.
+ Engage with End-Customers on all touch-points per the annual schedule.
+ Provide monthly reporting for assigned accounts.
+ Manage Quarterly QBRs with End-Customers delivering periodic KPI's, Correction of Errors (COE) process and capturing VOC.
+ Identify and facilitate new opportunities for expansion and follow-on sales (\"land and expand\").
+ Facilitate and document all VOC feedback and consolidate with regional lead solution consultants.
**Minimum Requirements** :
+ Bachelor's degree in engineering, computer science, IT or equivalent work experience.
+ 5+ years of experience in a customer facing presales or post-sales role coupled with 5+ years of experience in a technical support/account management, product management or related field.
+ Outstanding communication, presentation, and listening skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences, including non-technical.
+ Strong technical aptitude Including video systems, software networks, and demonstrated ability to communicate using standard IT and software terminology.
+ Ability to read and understand SOWs, contracts and other legal documents.
+ Ability to create and present executive level presentations.
+ Proven ability to increase and sustain exceptional customer satisfaction results.
+ Shows initiative by proactively looking for sales opportunities.Listen, identify, and qualify sales opportunities to up-sell additional products and services.
+ Excellent track record in developing relationships with a high degree of integrity and trust.
+ Travel up to 20%, sometimes at short notice, domestic and international.
+ 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
+ The ability to obtain the necessary credit line required to travel
**Preferred Requirements** :
+ Experience with the installation, support, usage, or administration of Verint SIS software.
+ Enterprise application professional services experience.
+ Project management experience.
+ PMP certification.
+ Resource management experience.
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.
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