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Verint Systems, Inc. Director, Customer Management in Des Moines, Iowa

Director, Customer Management

Location US-Remote (United States)

Job ID 16107

At Verint, we believe customer engagement is at the core of global brands. Our mission is to help organizations discover opportunities scarcely imagined by connecting work, data, and experiences enterprise wide. 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 Director, Customer Management (DCM) position is responsible for the day-to-day client relationship management once the client has implemented our SaaS solutions. The DCM is expected to liaise with key client stakeholders to understand the client’s business needs and challenges, drive adoption of Verint products and services, address any account servicing activities or concerns, and share the latest products and services. This role will work closely with the Sales team to identify upsell opportunities.

Principle Duties and Essential Responsibilities:

  • Serve as direct reporting manager and mentor to Customer Success Managers who have assigned accounts.

  • Directly manage key client accounts and ensure clients are effectively leveraging the output of consulting engagements and/or using the software and following a good workforce management process at all levels of the client organization, including the executive level / c-suite.

  • Conduct monthly scorecard reviews to inform clients of how well we are performing to contractual Service level Agreements (SLAs).

  • Manage contractual SLAs and review internal processes and procedures and make relevant stakeholders aware of performance opportunities that may influence each client’s experience and satisfaction.

  • Create a “roadmap” with clients on how they can evolve their workforce engagement maturity and leverage more of our solutions and/or consulting offerings.

  • Conduct account management, including on-site visits with senior client executives to discuss their needs, workforce engagement performance, industry trends, and promote our solutions.

  • Liaise on behalf of the customer with Verint internal stakeholders such as Professional Services, Customer Support, Cloud Operations to address any open items aimed at improving solution performance and customer satisfaction.

  • Work with the sales team on identifying opportunities for further software and consulting sales to expand the client relationship.

  • Facilitate key strategic executive meetings to convey thought leadership and to understand the key strategic priorities of clients.

Minimum Requirements:

  • Bachelor’s degree in business, industrial engineering or related field or equivalent work experience.

  • Minimum of 12 years’ overall experience in a customer-facing consultative role.

  • Minimum of 8 years of progressive leadership experience.

  • Strong knowledge of branch banking operations or experience with branch workforce management.

  • Proven ability to communicate effectively with all levels, including senior management, both internally and externally.

  • Ability to work with sales teams to advance sales opportunities.

  • Ability to write effective business cases outlining value propositions and needs requirements to both external and internal stakeholders

  • Ability to conduct formal presentations to internal and client executive teams.

  • Strong leadership, negotiation, and positioning skills to be able to successfully manage and resolve issues with clients and internal teams

  • Exceptional verbal and written communication skills.

  • Ability to read and understand SOWs, contracts and other legal documents.

  • Ability to establish cooperation and collaboration among members of cross-functional teams and organizations, internally and externally

  • Ability to work independently with minimal supervision.

  • Travel approximately 50% of the time.

  • The ability to obtain the necessary credit line required to travel.

  • 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.

Preferred Requirements:

  • Prior roles focused on direct line management, account management / relationship management, workforce management, and/or sales experience.

  • Experience with analytics.

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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