Job Details

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 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:

Verint's Strategic Customer Engagement Manager focuses on building long-term, mutually beneficial partnerships with key Verint customers, opportunities to drive value, and ensuring customer satisfaction and retention. The Strategic Customer Engagement Manager acts as a bridge between the company and several key accounts throughout the customer life cycle, understanding their needs and strategically guiding them towards a rapid realization of differentiating business outcomes.

Principal Duties and Essential Responsibilities:

• Serve as the strategic point of contact for assigned enterprise accounts, fostering strong, trusted partnerships with customer executives and key stakeholders

• Proactively identify recommendations to reduce the risk/impact of potential problems, flagging and developing escalation resolution plans as necessary

• Act as a trusted advisor by providing insights, recommendations, and industry best practices to guide customers toward optimized outcomes

• Develop and execute Joint Success Plans aligned to customer goals, tracking measurable business outcomes and delivering consistent value

• Through a deep understanding of clients' objectives, challenges, and needs, identify opportunities to add additional strategic value for key accounts, whether through new products, services, or solutions, driving increased ARR

• Partner with internal stakeholders such as Sales, Support, Services, and R&D to ensure alignment and deliver on client expectations

• Monitor customer performance against key KPIs (renewals, adoption, NPS/CSAT), identify trends, and provide actionable insights to internal and external stakeholders

• Cultivate strong, long-term relationships with key clients, acting as a trusted advisor and advocate

• Ensure customers remain renewal-ready by proactively addressing adoption challenges, demonstrating realized value, and reinforcing partnership success

Minimum Requirements:

• Bachelor's degree in a technology discipline or related field, or equivalent experience

• 7+ years overall experience in a customer facing role including 3 years in a technical support center and/or 2 years in an account management capacity

• 3+ years of experience with an enterprise software provider

• Strong technical aptitude with the ability to translate complex solutions into business outcomes for executive audiences.

• Ability to effectively and successfully handle customer service issues and conflict situations

• Ability to learn and retain knowledge on new applications and use the knowledge in daily interactions

• Demonstrated success in value realization, adoption management, and retention for enterprise software customers

• Excellent written and oral communication skills

• Ability to comprehend and communicate technical information to technical and non-technical audiences, and explain impact in business terms

• Ability to create and present executive level presentations

• Ability to prioritize and drive issues to a successful resolution on behalf of the customer

• Demonstrated ability to multi-task and act with a sense of urgency at all times

• Proven ability to increase and sustain exceptional customer satisfaction results

• Demonstrated ability to utilize tools such as MS Office Suite and CRMs

• Willingness and ability to travel up to 20%, occasionally at short notice

• 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

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

Preferred Requirements:

• Experience with the installation, support, usage, or administration of Verint software

• Previous experience with Oracle CRM and/or ERP solutions

• Enterprise application professional services experience

• Contact center operations experience

• Project management experience / PMP certification

• Resource management experience

• Application Managed Services operations experience

• Strong understanding of SaaS, CX-Automation, or CCaaS industries

#LI-BM1

Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.

For US Applicants

_2025 Benefits Offering (