Customer Care Manager

Company Name:
Verint Systems, Inc.
Overview of Job Function:
The Customer Care Manager ("the CCM") will provide objective based account management for critical and high profile accounts. This strategic role is responsible for managing customers who need assistance navigating product, services, and/or support challenges.
The CCM will be the voice from Verint during an assigned period and will work with great autonomy when serving the best interest of the customer and Verint in order to advance the customer relationship and the defined business objectives. The CCM will interact with all levels within an organization and must have the skills necessary to negotiate with executives and define clear business objectives. This role will work primarily in a remote capacity but will conduct in-person meetings as needed. The CCM will be responsible for completing weekly status reports that will be provided to the customer and to key leaders and senior executives within Verint.
Principal Duties and Essential Responsibilities:
Complete an account assessment for each account assigned by gathering all facts of the escalated opportunity from the customer and from the Verint team;
Review and understand contractual obligations for the account and/or services Statement Of Work commitments;
Define and document clear business objectives to be achieved during the account management period and communicate with customer and relevant Verint account team;
Communicate and negotiate with customers and internal stakeholders to achieve the defined business objectives while ensuring there is not scope creep;
Drive closure of the business objectives by engaging with and securing commitments from all necessary resources within Verint and with the customer, and manage to those commitments;
Ensure all significant challenges have focused action plans and that the roadmap contains clear and agreed-to timelines;
Interface with Verint and customer's managers, project managers, directors, VP's and C-level executives as necessary to execute and deliver results;
Complete weekly executive level status reports that will be distributed to customer contacts and Verint leaders and senior executives; and
Complete and present root cause analyses to identify the source(s) of the escalated situation and identify areas form improvement.
Minimum Requirements:
8+ years overall experience in a customer facing role within a technology environment to include 5 years in a technical account management capacity and 3 years of experience interfacing with Sales, Services/Support and R&D; organizations;
Ability to read and understand SOWs, contracts and other legal documents;
Demonstrated negotiation skills;
Strong customer facing presence;
Demonstrated ability to utilize tools such as MS Office Suite and CRMs to facilitate company and account interaction Excellent written/oral communications skills;
Ability to create and present executive level power point presentations;
Demonstrated ability to function in a high pace, high stress environment; and
Ability to travel up to 25%.
Successful completion of Verint background screening process including, but not limited to, employment verifications, criminal search, OFAC, and SS verification
Preferred Knowledge, Skills and Experience:
Bachelor's degree in engineering, computer science or IT or equivalent such as a major technical certification;
Previous management of small cross functional teams;
Experience as a key or strategic manager/director in a service industry;
CTI, AVAYA ACD, VOIP, Microsoft OS experience;
Contact center operations experience; and
Enterprise application solution delivery experience.
Job Title: Customer Care Manager
Location: US-GA-Alpharetta
Job ID: 7570

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