Customer Success Associate Manager

About Verint

At Verint, we understand that exceptional customer engagement is at the heart of successful global brands. Our mission is to empower organizations to enhance their Customer Experience (CX) and boost workforce productivity through innovative CX Automation solutions. We seek enthusiastic innovators who are eager to tackle evolving market challenges and generate impactful results for our customers. Our commitment to fostering a talented, diverse, and engaged team promotes a collaborative environment that celebrates all cultures and offers opportunities for both personal and professional development.

Overview of the Role

The Customer Success Associate Manager (CSM) acts as an advocate for both customers and the company. This role demands strong customer service skills, with a focus on becoming a trusted advisor. The CSM will be passionate about our products, engage with customers proactively, ensure their satisfaction, and illustrate the value of our comprehensive solutions. You will be responsible for mastering Verint Product Solutions and leveraging this expertise in every aspect of your work.

Key Responsibilities

• Provide valuable insights to customers by understanding their goals, challenges, and key performance indicators, while offering tailored recommendations.
• Assist in developing and executing a success roadmap that aligns with the unique objectives of each customer.
• Drive product adoption and education across your portfolio to achieve meaningful outcomes, transforming all users into Verint advocates.
• Collaborate with customers to enhance their utilization of our solutions, ensuring they reach their desired outcomes.
• Become a subject matter expert on assigned Verint Product Solutions to clearly articulate their value and benefits.
• Participate in the ongoing evaluation of the business value delivered to clients, aiding in renewals and growth discussions.
• Identify opportunities for expansion to contribute to revenue growth.
• Work closely with customers to promote usage, ensure retention, and foster customer satisfaction.
• Assess the health scores of customers using tools like Totango, documenting rationales for each score assigned.
• Relay meaningful product feedback and suggestions from customers to the product team.
• Champion customer needs across departments, ensuring effective communication of customer feedback within Verint.

Minimum Qualifications

• Bachelor's degree or equivalent experience
• 0-3 years of experience in a customer-facing role focused on Customer Success
• Ability to quickly grasp software concepts and effectively communicate their benefits, whether in presentations or demonstrations.
• A proactive, solution-oriented mindset
• Strong urgency to execute tasks efficiently
• Attention to detail
• Team-oriented yet self-motivated to work independently
• Proven multitasking ability, such as managing escalation calls, hosting best practices sessions, and facilitating onboarding throughout the day.
• Capable of effectively resolving customer service issues and managing conflicts.
• Successful completion of a background screening process, including employment verification and other checks as required by federal and local regulations.

Preferred Qualifications

• Demonstrated ability to drive continuous product value, with a commitment to customer success.
• Experience in managing renewals and/or professional services opportunities.
• Familiarity with managing customers of varying sizes and tailoring approaches accordingly.
• Experience with Totango or other customer success platforms.
• Background in a CCaaS or CX Automation environment.
• Familiarity with Verint products.

Equal Opportunity Employer

Verint Systems Inc. is an equal opportunity employer. We are committed to maintaining a workplace free from discrimination, harassment, and retaliation. We operate in strict accordance with all laws prohibiting discrimination and provide equal opportunities to all employees and applicants, regardless of protected characteristics.

For US Applicants:

2025 Benefits Offering