Customer Service Director

Customer Service Director

Customer Service Director


Location: US-Remote


Job ID: EIS-SUPP-CSD-1107





Overview of Job Function:

The Customer Services Director will provide strategic oversight in the direction of all services and support efforts for our major customer accounts. This role will be involved in the sales process to ensure a successful implementation and ongoing leverage of the solution at the customer site. The CSD will promote a productive and positive relationship with customers and partners by ensuring professional, timely and courteous customer support and services delivery. The CSD will focus on strengthening relationships at the manager and director level within designated accounts, and foster deep strategic relationships at the VP and/or C-level role in those accounts. This role will also interact with and drive other key tasks and cross functional activities within Verint with Services, Product House, and Sales, to ensure extraordinary customer satisfaction. The CSD will be responsible for having updated and extensive knowledge of the product and solutions suite

Principal Duties and Essential Responsibilities:
* Demonstrate significant understanding of the product architectures of the entire solution suite within the account.
* Work across the project and support domains and drive both customer and Verint organizations to complete key action items.
* Ensure that significant issues have correct action plans and focus and that the solution direction is proper with understood and agreeable timelines.
* Overview and provide strategic guidance on how to expand the enterprise. Guidance would span product changes to the solution suite and environmental change that could impact the solution suite.
* Have customer site presence during project implementations - leading test scenarios and ensuring the health of the environment and success of the project as well as providing ongoing support to ensure customer satisfaction.
* Identify gaps – both business and technical; and work within the account and Verint to fill these gaps – under the normal maintenance contract or with purchased services.
* Conduct Monthly business and technical review meetings and ensure action items are completed in a timely manner.
* Be present in the sales cycle ensuring that enterprise upgrades and expansions play well against the current enterprise. Bridge the gap between what Verint sells and how it will be deployed and supported.
* Interface with Verint and customer managers, project managers, directors, VP’s and C-level executives as necessary with a demonstrated comfort with all levels.
* Tactically manage and strategically position both company and customer to drive the optimal balance of Verint goals and customer advocacy.
* Firmly establish the CSD as a “trusted strategic advisor” to assigned customers.
* Promote the Verint customer services value proposition with all assigned accounts.
Minimum Requirements:
* Bachelor’s degree in engineering, computer science or IT or equivalent such as a major technical certification is required.
* 10+ years overall experience in a customer facing role within a technology environment which includes 5 years experience in a technical account management capacity and 5 years of experience interfacing with Sales, Services/Support and R&D organizations.
* Demonstrated ability to utilize tools such as MS Office Suite and CRMs to facilitate company and account interaction.
* Exceptional customer facing skills.
* Excellent written/oral communications skills.
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Demonstrated ability to function in a high pace, high stress environment.
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20% travel required.
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Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, and SS verification.
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Successful completion of a credit check, for those travel related roles that will require the candidate to obtain the appropriate credit line required to travel.
Preferred Requirements:
* Previous management of small cross functional teams.
* Experience as a solution engineer in the sales cycle or as key technical manager/director in a services capacity.
* CTI, AVAYA ACD, VOIP, Microsoft OS experience.
* Contact center operations experience.
* Enterprise application solution delivery experience.
* PMP certification or demonstrated capability to manage project or programs
Verint is an equal opportunity employer. We do not discriminate in any of our employment practices, hiring or promotion processes, based on race, religion, creed, color, age, national origin, gender, disability, affinity, veteran status or any other classification protected by local statute.






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