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 Senior Customer Engagement Manager will support clients to improve the behavioral intelligence of their sales and service agents. The Senior Customer Enablement Manager will work cross-departmentally to oversee a portfolio of clients and ensure each client is fully utilizing the platform and set up for long-term success. 

Principal Duties and Essential Responsibilities:

Be the primary point of contact and advocate for a portfolio of enterprise clients Learn and master all aspects of the Verint AI platform and become an expert in call center operations Mentor teammates and provide guidance Manage issues, risks, and commitments, technical and operational, to ensure business objectives are met and internal/external obstacles are removed Manage upgrades, rollouts, and other implementations and educate the client on feature enhancements and evolution of the platform Empower users by onboarding them, creating sustainable adoption programs, and driving value Monitor and oversee clients' usage of the platform and encourage adoption of all features Create and deliver high impact reporting internally and externally  Deriving actionable insights from in product analytics reporting Own and manage client and internal team communications at both the Program and Executive levels Identify opportunities to expand the client relationship and drive contract renewals with the Account Management Team Work internally, across departments, to deliver compelling solutions for our clients and advocate for client needs Support internal collaboration by creating/documenting processes, improvements, and best practices
 

Minimum Requirements:

Bachelor's degree or equivalent work experience 3-5 years of client management experience 3-5 years of Customer Success/Engagement experience at SaaS or technology company Experience in large enterprise contact centers strongly preferred Ability to work nights and weekends on occasion Experience working in a Customer Success/Engagement environment, preferably software or contact center Demonstrated ability to work independently and adapt your style to rapid organizational and platform change Advanced knowledge of Microsoft Office Able to analyze issues and develop a clear action plan 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.

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