Strategic Customer Engagement Manager

The Strategic Customer Engagement Manager at Verint is primarily responsible for cultivating strong relationships with key enterprise accounts, acting as a trusted advisor throughout the customer lifecycle. This includes identifying opportunities for value enhancement, developing Joint Success Plans, and ensuring customer satisfaction through proactive communication and problem resolution.

To qualify for the Strategic Customer Engagement Manager position at Verint, candidates should have a Bachelor’s degree in a technology-related field or equivalent experience. Additionally, 7+ years of customer-facing roles experience, including a strong technical support background and account management, are crucial for success in this role.

A Strategic Customer Engagement Manager contributes to Verint's goals by ensuring that clients achieve their business outcomes through effective use of Verint’s solutions. By tracking key performance indicators and providing valuable insights, they enhance customer satisfaction, foster long-term relationships, and drive business growth.

Success in the Strategic Customer Engagement Manager role at Verint requires strong technical aptitude, excellent communication skills, and the ability to relate complex solutions to business outcomes. Proficiency in relationship management, multi-tasking, and problem-solving is also essential for effectively navigating customer interactions.

The work culture for a Strategic Customer Engagement Manager at Verint is collaborative and inclusive. We celebrate creativity and diversity, fostering an environment where team members can grow personally and professionally while striving to deliver exceptional customer engagement experiences.

In handling customer complaints, I prioritize listening to the customer's concerns and understanding their perspective. I would then work collaboratively with my internal teams to develop an effective resolution strategy, ensuring the customer feels valued and satisfied by our response.

To build strong relationships with key clients, I focus on proactive communication, regular check-ins, and a deep understanding of their goals and challenges. I also ensure that I follow through on commitments to establish trust and reliability.

In a previous scenario, I encountered a dissatisfied client due to unmet expectations. I organized a meeting to address their concerns openly. By listening actively and crafting a tailored solution, I not only repaired the relationship but also increased the client's commitment to our partnership.

I measure customer satisfaction through key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and renewal rates. Additionally, I conduct regular feedback surveys to gauge clients' perceptions of our service and identify areas for improvement.

I bring 7+ years of experience in customer-facing roles, complemented by a technical background in enterprise software. My passion for delivering exceptional customer service, combined with my strong analytical and communication skills, positions me well to create meaningful partnerships at Verint.

I prioritize customer needs by conducting regular assessments of their objectives and aligning them with internal stakeholder capabilities. By fostering open communication among all parties, I ensure a balanced approach that leads to mutual successes.

To develop a Joint Success Plan, I start by meeting with the client to understand their specific goals and challenges. Then, I work on collaborative strategies that outline clear milestones, key performance indicators, and measurable outcomes that reflect our commitment to their success.

I stay updated with trends in customer engagement and experience by attending industry conferences, participating in webinars, and following thought leaders in the space through social media. Continuous learning and adapting to the latest best practices is key to delivering optimal service.

I am proficient in a variety of tools such as CRM software, data analytics platforms, and project management tools. My experience with the MS Office Suite and specific applications relevant to Verint software enhances my ability to manage tasks effectively and deliver results.

When onboarding a new key account, I first ensure a comprehensive understanding of their business objectives. I then create an onboarding plan that includes a kickoff meeting, alignment of expectations, regular progress check-ins, and a dedicated support team, ensuring a smooth transition and long-term partnership.