客户成功助理经理
Associate Customer Success Manager
在Verint，我们相信客户互动是每个全球品牌的核心。我们的使命是通过提供客户体验自动化，帮助组织提升客户体验（CX）并提高员工生产力。我们招募有创新精神的人才，他们充满热情、富有创造力，并具备应对不断变化的市场挑战并为客户带来显著成果的动力。我们致力于吸引和留住才华横溢、多元化且积极进取的团队，营造协作的环境，开放地庆祝各种文化，并提供个人和职业成长的机会。了解更多信息，请访问。
职位职能概述：
应用顾问负责为CALA地区的Verint客户提供专业、创意且高质量的体验。该职位通过虚拟和现场的咨询项目，以及对多个Verint解决方案的培训，支持内部和外部利益相关者。顾问将在推动客户采用、满意度和长期成功方面发挥关键作用。
主要职责和核心职责：
- 通过理解客户成果、业务挑战、关键KPI并提供建议，协助为客户创造价值。
- 支持制定并交付与每个客户独特业务目标和目的相一致的成功路线图。
- 协助推动产品采用、教育和使用，以实现有意义的业务成果，确保所有联系人都成为Verint的倡导者。
- 与客户合作，提高他们对我们解决方案的使用和采用，以确保他们实现预期成果。
- 学习并成为指定Verint产品解决方案的专家，以便能够就产品的价值和使用进行明智的讨论和演示。
- 协助持续评估客户所获得并认可的业务价值，这些价值可用于续约和业务增长讨论。
- 识别扩展机会以推动收入增长。
- 与客户合作：提高使用率和采用率，确保留存，并创造客户愉悦的环境。
- 使用Totango等工具评估客户的健康评分，并为每位客户分配健康评分。记录每个健康评分的依据。
- 将来自客户的智能产品反馈和建议带回产品团队。
- 代表客户的需求/问题
查看英文原文
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 .
Overview of Job Function:
The Application Consultant is responsible for delivering a professional, creative, and high-quality experience for Verint customers across the CALA region. This role supports both internal and external stakeholders through consulting engagements delivered virtually and in-person, as well as training on multiple Verint solutions. The consultant will play a key role in driving customer adoption, satisfaction, and long-term success.
Principal Duties and Essential Responsibilities:
- Assist in delivering value to customers by understanding customer outcomes, business challenges, key KPIs, and providing recommendations.
- Support creating and delivering a success roadmap that aligns with each customer's unique business goals and objectives.
- Help drive product adoption, education, and usage across your portfolio to deliver meaningful business outcomes that ensure all contacts are Verint evangelists.
- Collaborate with customers to increase their usage and adoption of our solutions to ensure they achieve their desired outcomes.
- Learn and become a subject matter expert on assigned Verint Product Solutions so that you can speak and demonstrate intelligently about the product's value and usage.
- Assist in the ongoing assessment of the business value being delivered and acknowledged by the client that can be leveraged for renewals and business growth discussions.
- Identify Expansion Opportunities to drive revenue growth.
- Work with the customers to: Increase usage and adoption, ensure retention, and create an environment of customer delight.
- Evaluate the health scores of our customers using tools like Totango and assign a health score to each customer. Document the rationale for each health score assigned.
- Bring intelligent product feedback and recommendations from customers back to the product team.
- Advocate customer needs/issues cross-departmentally.
- Act as one of the functions echoing the voice of the customer within Verint, ensuring that customer feedback and needs are effectively communicated within the organization.
Minimum Requirements:
- Bachelor’s degree or equivalent experience
- Minimum of 0-3 years of experience in a customer-facing role focused on Customer Success
- Proficiency in quickly learning and understanding software, with the ability to effectively communicate and demonstrate their capabilities, whether in a presentation format or through direct demonstrations in a lab environment
- Ability to speak and write English, Spanish, and Portuguese fluently
- A “do what it takes” mentality
- A strong sense of urgency to perform actions quickly
- Detail-oriented
- Strong team player but a self-starter that can operate independently
- Proficiency in multitasking, such as handling escalation calls in the morning, conducting best practices calls during mid-day, facilitating onboarding meetings in the afternoon, etc.
- Ability to effectively and successfully handle customer service issues and conflict situations
- Ability to travel up to 25% (domestic and regional within CALA)
- 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:
- Proven ability to support continuous value of our product(s), with a passion for customers to help them succeed
- Prior experience in closing renewals and/or professional services opportunities
- Experience managing customers of various sizes and knowing how/why to manage them differently
- Experience with Totango or other success platforms
- Experience in a CCaaS or CX Automation environment
- Experience with Verint products
Originally posted on Himalayas