Customer Success Manager – Walmart and Southern United States
Location: Bentonville, Arkansas (Remote)
Overview of Job Function:
The Customer Success Manager (CSM) is a strategic role within Verint Situational Solutions (SIS) that entails working in close partnership with SIS End-Customers to ensure long-term success for both the End-Customer and SIS.
The SIS Customer Success Manager will promote a productive and positive relationship, ensuring End-Customer success by following a defined methodology and by coordinating SIS resources in Sales, Sales Operations, Professional Services, Product House and Solution Support by driving long-term customer success, serve as the primary point of contact for assigned accounts and their full life-cycle and fulfill Verint’s goal of creating “Customers for Life” by maximizing customer satisfaction surveys.
Principal Duties and Essential Responsibilities:
Establish and build relationships with Walmart and other customers by serving as the technical liaison for presales to post-sales.Our goal is to be the trusted technology advisor and long-term business planning partner.
Assist Walmart Security Technology in the design and optimization of the Verint SIS portfolio – EVMS, Situational Awareness, NowForce (NF) and other technologies.
Identify and seek additional opportunities where Verint solutions can solve the customers’ challenges.Design and architect appropriate Verint solutions that address those challenges. Assist with sales proposal and quote reviews and provide guidance for technical accuracy and SDG approval.
Maintain deep configuration knowledge for VMS Situational Awareness and NowForce.Help to propagate NF as we work with Walmart Security Technology to expand NF throughout WMT.
Work with internal Walmart teams to demonstrate, optimize and use all SIS platforms, especially SA and NowForce.Assist in configurations and best practices of the applications. Work with Walmart Labs to help design and implement the scaling of NowForce within Azure.
Facilitate customer discovery discussions to understand and document business and design requirements and use cases necessary for the formulation of optimal solutions.
Deliver onsite advanced solution technical demonstrations to Walmart, partners, consultants and end users.
Implement proof of concept and pilot programs for general availability software builds.
Document internal and external product enhancements.Work with Verint’s Chief Solutions Architect to share with our PMG partners.
Partner with WMT and other customers technical support to assist in critical support situations.
Bachelor’s degree in engineering, computer science or IT or equivalent work experience.
5 + years overall experience in a customer facing role presales or post sales role coupled with 5+ years of experience in a technical support/account management, product management or related field.
Outstanding communication, presentation, and listening skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences, including non-technical.
Experience working with Walmart or another large, complex enterprise customer with the demonstrated ability to manage messaging, activities and navigate within a complex environment.
Strong technical aptitude including video systems, software networks, and demonstrated ability to communicate using standard IT and software terminology.
Ability to read and understand SOWs, contracts and other legal documents.
Proven ability to increase and sustain exceptional customer satisfaction results.
Shows initiative by proactively looking for sales opportunities.Listen, identify, and qualify sales opportunities to up-sell additional products and services.
Excellent track record in developing relationships with a high degree of integrity and trust.
Travel up to 30%, sometimes at short notice, domestic and international (AMER, EMEA, APAC).
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
Experience with the installation, support, usage, or administration of Verint SIS software.
Enterprise application professional services experience.
Project management experience \ PMP certification.
Resource management experience.
As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.