Customer Success Manager

2 weeks ago


Leeds, United Kingdom Verint Full time

***Must be fluent in German***


Role Purpose

Our German speaking Customer Success Manager (CSM) is a trusted advisor for Verint customers, working with customer influencers and decision makers to achieve overall business objectives through the utilization of Verint products. The CSM will cultivate client loyalty and satisfaction by bridging organizational and technical relationships. Portfolio responsibility will consist of both Cloud and On-Premise customers, covering the full product suite, across the EMEA Region. You will partner with clients to demonstrate return on investment, secure annual contract renewals and create the demand for new products and services. The CSM will engage with internal teams Pre-Sales, Sales Operations, Support and Professional Services teams to provide a successful customer experience.


Some of your responsibilities;

  • Protect annual recurring revenues and minimise churn within our customer base
  • Deliver (minimum) quarterly business reviews to client stakeholders
  • Facilitate Annual (Strategic) Review Meetings with executives and influencers to help better understand current and long-term business strategy
  • Develop Customer Success Plans to capture key account goals, objectives and success measures
  • Monitor C-SAT and NPS-R and own associated actions to drive improvements in satisfaction for allocated accounts
  • Identify opportunities for Customers to communicate the value and successes of interacting with a Verint product through case studies, references, CAB, Engage, Elevate program, Community


Qualifications:

  • Fluent in German
  • Ability to create and implement strategic customer success plans for allocated accounts
  • Proven ability to present, influence and sell to achieve agreed targets
  • Commercial experience of generating revenue by identifying and qualifying existing business opportunities
  • Extensive customer service/management experience in a Professional Services type environment
  • Self-motivated; able to work through own initiative
  • Good commercial awareness
  • Able to plan and prioritise workloads to meet agreed goals
  • Able to keep accurate records and work within agreed frameworks
  • Able to respond to speedy changes in technology and learn and apply new solutions



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