Sr. Customer Success Manager
Not Disclosed•Full-TimeOn-site
location_onPreston Funeral Home, Dickinson Street, Charleston, Kanawha County, West Virginia, 25301, United States
About Verint
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.
About the Role
The Senior Customer Success Manager (Sr. CSM) is a strategic role that serves as our number one customer and company advocate. This position requires superior customer management and consultancy skills, striving to become a trusted advisor to the customer. You will be passionate about the product, engaging customers, ensuring their happiness, and demonstrating the value of the overall solution.
In this role, you will act as a bridge between our customers and the organization. You will possess impeccable relationship skills to create win/win environments for all parties you work with. Your day-to-day involves having a solid knowledge of Verint Product Solutions and applying this knowledge across all aspects of the job. You will be responsible for identifying expansion opportunities, negotiating renewals, and managing account escalations. Furthermore, you will advocate for customer needs cross-departmentally, ensuring that the voice of the customer is effectively echoed within Verint to drive product improvements.
Equal Opportunity
Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state, or local laws. We operate in accordance with all anti-discrimination laws and afford equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion, and termination practices.
Work location
Work model: On-site
Preston Funeral Home, Dickinson Street, Charleston, Kanawha County, West Virginia, 25301, United States
Charleston, West Virginia
Key Responsibilities
- check_circleIdentify and lead efforts to deliver value by understanding customer strategic outcomes and KPIs
- check_circleDrive product adoption, education, and usage to ensure customers achieve desired outcomes
- check_circleNegotiate and close renewals with existing customers to ensure retention
- check_circleEvaluate customer health scores using tools like Totango and document the rationale
- check_circleIdentify expansion opportunities to drive revenue growth for the account
- check_circleAdvocate customer needs and feedback cross-departmentally within the organization
- check_circleManage account escalations and resolve customer service issues and conflicts
- check_circleCreate and deliver success roadmaps aligned with each customer's unique business goals
Requirements
- verifiedBachelor's degree or equivalent experience
- verifiedMinimum of 7-10 years of experience in a customer-facing role focused on Customer Success
- verifiedProficiency in Totango or other success platforms
- verifiedSuccessful completion of a background screening process including employment verifications, criminal search, OFAC, SS Verification, credit and drug screening
Nice to Have
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.
Skills, education and keywords
Skills: Totango.
Education: Bachelor's degree or equivalent experience.
Frequently asked questions about Sr. Customer Success Manager at Verint
What does a Sr. Customer Success Manager at Verint do?expand_more
Day-to-day, the Sr. Customer Success Manager at Verint will identify and lead efforts to deliver value by understanding customer strategic outcomes and kpis; drive product adoption, education, and usage to ensure customers achieve desired outcomes; negotiate and close renewals with existing customers to ensure retention; and evaluate customer health scores using tools like totango and document the rationale.
What are the requirements for this Sr. Customer Success Manager role?expand_more
To qualify for the Sr. Customer Success Manager at Verint position, applicants should have: Bachelor's degree or equivalent experience; Minimum of 7-10 years of experience in a customer-facing role focused on Customer Success; Proficiency in Totango or other success platforms; and Successful completion of a background screening process including employment verifications, criminal search, OFAC, SS Verification, credit and drug screening.
Where is the Sr. Customer Success Manager role at Verint located?expand_more
Sr. Customer Success Manager at Verint is based in Preston Funeral Home, Dickinson Street, Charleston, Kanawha County, West Virginia, 25301, United States. This is a on-site role.
Is this Sr. Customer Success Manager job remote, hybrid, or on-site?expand_more
Verint has listed this Sr. Customer Success Manager role as on-site.
How much experience is required for this Sr. Customer Success Manager role?expand_more
Sr. Customer Success Manager at Verint typically requires 7–10 years of relevant experience at the senior level.
What skills do you need for the Sr. Customer Success Manager role at Verint?expand_more
Key skills for Sr. Customer Success Manager at Verint include Totango.
What education is required for Sr. Customer Success Manager at Verint?expand_more
Educational requirements for this role: Bachelor's degree or equivalent experience.
What category does the Sr. Customer Success Manager role belong to?expand_more
Sr. Customer Success Manager at Verint is part of the customer services job category on Recrutus.
About Verint
Verint is a software development firm headquartered in Melville, New York, specializing in artificial intelligence solutions for customer experience automation. The company provides tools designed to address critical challenges within contact centers and broader operational environments by leveraging data and AI technologies. Its platform enables organizations to achieve measurable results rapidly, often delivering outcomes within weeks rather than months or years. By integrating advanced analytics with automation capabilities, Verint assists clients in reducing operational expenses while enhancing the quality of customer interactions. The firm's approach focuses on transforming data into actionable insights that drive significant cost efficiencies and improved service delivery. For additional information regarding its software offerings and services, the organization directs inquiries to its official website at www.verint.com.
Browse more roles: All Verint jobs, customer services jobs on Recrutus.