Overview of Job Function:
The Customer Success Manager (CSM) on the Branch Workforce Solutions team will manage some of the largest banking accounts in North America. This is a strategic role that serves as our number one customer and company advocate. The role displays superior customer management and consultancy skills. The CSM is passionate about the product, engaging customers, ensuring their happiness, and showing the value of the overall solution. The role has impeccable relationship skills and can create win/win environments for all parties with which they work. The CSM will be responsible for having a solid knowledge of Verint’s branch workforce and customer engagement solutions and applying the knowledge in all aspects of the job.
The role engages with senior leadership and stakeholders at all organizational levels ensuring customers are receiving value from Verint’s solutions on an ongoing basis, and the solutions are being used to achieve measurable business outcomes.
The CSM is focused on goal alignment, program management, establishing success metrics, and account growth, ensuring that Verint maintains an expert, solution-oriented, consultative relationship with customers. This role coordinates with Sales, Professional Services, Support and other Verint teams that direct solution delivery and relationship activities for new and existing customers., Additionally, the CSM maintains and matures the customer relationship through routine measurement, review, reporting and communication. The CSM conducts ongoing status and program reviews with the customer to ensure needs are being met, and customers retain their Verint solutions.
Principal Duties and Essential Responsibilities:
- Engage with key executive-level stakeholders, including the Head of Branch Banking, Head of Branch Operations, Regional Executives, and other senior leaders.
- Have an deep understanding of banking systems in North America and Canadian territories to deliver meaningful value to customers through Verint's products and solutions.
- Manage an assigned Customer book of business; meet or exceed defined renewal targets.
- Identify and support upsell activity; meet or exceed upsell quota as applicable.
- Establish strategic relationships with key personnel in assigned accounts to ensure alignment with customers’ short-term and long-term goals.
- Ability to understand the customer maturity model and bring value to the accounts
- Coordinate the involvement of senior management, including resources across both organizations, in order to meet customer performance objectives and expectations.
- Proactively lead a joint planning process that develops mutual performance objectives.
- Proactively assess, clarify, and validate customer needs on an ongoing basis.
- Provide strategic solution support to customer engagements to establish the optimal requirements for new customer programs.
- Track and report on the financial health of the implemented solution and the overall impact on both organizations.
- Ensure appropriate resources are applied as necessary to ensure solutions exceed customer expectations and improve attainment of their strategic goals.
- Produce regular reports for management with updates and plans for account activity.
- Provide regular communication to key contacts within assigned accounts to ensure they are aware of Verint’s contribution to their success.
Minimum Requirements:
- Bachelor’s degree in business, engineering, computer science or IT or equivalent experience
- Minimum of 5 years of experience in a customer-facing role focused on Customer Success
- Superior customer service and interpersonal skills
- Strong positioning and negotiation skills
- Excellent verbal and written (English) communication skills
- Ability to act independently in customer-facing situations using judgment, tact and discretion
- Ability to demonstrate sound business judgment and ability to take decisive action
- Ability to meet deadlines and carry out assigned relationship activities to their completion
- Ability to establish and maintain effective working relationships with co-workers, customers, prospective customers and vendors
- A strong sense of urgency to perform actions quickly
- Proven ability to drive continuous value of our product(s), with a passion for customers to help them succeed
- Detail oriented and a strategic thinker
- Ability to effectively and successfully handle customer service issues and conflict situations
- Strong team player and a self-starter who can operate independently
- Ability to juggle multiple, very different tasks – e.g., support customer escalation calls in the morning; best practices call mid-day, on-boarding meeting in the afternoon, etc.
- Experience managing customers of various sizes and knowing how/why to manage them differently
- 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
- Ability to travel for on-site customer meetings at least quarterly or on an ad hoc basis per customer needs.
- The ability to obtain the necessary credit line required to travel
Preferred Requirements:
- Knowledge of current trends and practices in the retail banking industry
- Prior experience in closing renewals and/or professional services opportunities
