Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee some of the largest banking accounts in North America.

• Act as the primary advocate for both customers and the company.

• Engage with senior leadership and stakeholders at all organizational tiers.

• Ensure customers derive ongoing value from Verint’s branch workforce and customer engagement solutions.

• Concentrate on aligning goals, managing programs, measuring success metrics, and fostering account growth.

• Collaborate with Sales, Professional Services, Support, and other Verint teams.

• Sustain and enhance customer relationships through measurement, review, reporting, and effective communication.

• Conduct regular customer status updates and program evaluations.

• Interact with executive-level stakeholders, including Heads of Branch Banking, Branch Operations, and Regional Executives.

• Manage a designated customer portfolio and achieve renewal targets.

• Identify and facilitate upsell opportunities.

• Build strategic relationships that align with customer objectives.

• Coordinate senior management resources across both organizations.

• Lead collaborative planning processes and establish shared performance objectives.

• Assess, clarify, and validate customer requirements.

• Provide strategic solution assistance for new customer initiatives.

• Monitor and report on the financial health and organizational impact of implemented solutions.

• Ensure that appropriate resources are allocated to surpass customer expectations and support strategic objectives.

• Generate regular management reports detailing account activities.

• Communicate Verint’s contributions to key contacts within accounts.

⛳️ Requirements

• Bachelor’s degree in business, engineering, computer science, IT, or equivalent experience.

• At least 5 years of experience in a customer-facing role focused on Customer Success.

• Exceptional customer service and interpersonal skills.

• Strong positioning and negotiation capabilities.

• Excellent verbal and written communication skills in English.

• Ability to act autonomously in customer-facing situations, exercising judgment, tact, and discretion.

• Sound business acumen and the ability to make decisive decisions.

• Capable of meeting deadlines and completing assigned relationship activities.

• Proficient at establishing and maintaining effective working relationships with colleagues, customers, prospective customers, and vendors.

• Strong sense of urgency.

• Proven track record of driving continuous product value and assisting customers in achieving success.

• Detail-oriented and a strategic thinker.

• Skilled in managing customer service issues and resolving conflicts.

• Strong team player and self-starter who can operate independently.

• Capable of managing multiple, diverse tasks.

• Experience managing customers of different sizes and adapting management strategies accordingly.

• Successful completion of background checks, including employment, education, criminal convictions, OFAC, SS verification, and credit checks where applicable and legally permissible.

• Willingness to travel for on-site customer meetings at least quarterly or as needed based on customer requirements.

• Capability to secure the necessary credit line for travel.

• Preferred: Familiarity with current trends and practices in retail banking.

• Preferred: Previous experience in closing renewals and/or professional services opportunities.

🏝️ Benefits

• Global team recognized for their enthusiasm and innovation.

• Innovative product culture with exposure to diverse projects.

• Training and development opportunities from industry-leading experts.

• 401(k) plan with company matching.

• Medical, dental, and vision insurance options.

• Disability and life insurance coverage.

• Flexible paid time off (PTO).

• Paid holidays and parental leave.

• Tuition reimbursement program.

• Competitive salary and benefits package based on the candidate’s skills, experience, and qualifications.

• Comprehensive benefits catering to various life circumstances and needs.

• Opportunities for professional growth and career development.

• Emphasis on a balanced work-life environment.

• Reasonable accommodations in the application process for eligible applicants with disabilities.