Role Description The Sr. Customer Success Manager (Sr. CSM) is a strategic role that serves as our number one customer and company advocate. The role displays superior customer management and consultancy skills, striving to become a trusted advisor to the customer. The Sr. CSM is passionate about the product, engaging customers, ensuring their happiness, and showing the value of the overall solution. The role has impeccable relationship skills and can create win/win environments for all parties they work with. The Sr. CSM will be responsible for having a solid knowledge of Verint Product Solutions and applying this knowledge in all aspects of the job. - Identify, create, and lead efforts for delivering value to customers by understanding customer strategic outcomes, business challenges, key KPIs and providing recommendations. - Create and deliver a success roadmap that aligns with each customer's unique business goals and objectives. - Drive product adoption, education, and usage across your portfolio to deliver meaningful business outcomes that ensure all contacts are Verint evangelists. - Collaborate with customers to increase their usage and adoption of our solutions to ensure they achieve their desired outcomes. - Be an expert on assigned Verint Product Solutions to speak and demo intelligently about the value and usage of the product. - Responsible for an ongoing assessment of the business value being delivered and acknowledged by the client that can be leveraged for renewals and business growth discussions. - Identify Expansion Opportunities to drive revenue growth. - Negotiate and close renewals with existing customers. - Own working with the customers to: Increase usage and adoption, ensure retention, and create an environment of customer delight. - Evaluate the health scores of our customers using tools like Totango and assign a health score to each customer. Document the rationale for each health score assigned. - Bring intelligent product feedback and recommendations from customers back to the product team. - Advocate customer needs/issues cross-departmentally. - Manage account escalations as needed. - Act as one of the functions echoing the voice of the customer within Verint, ensuring that customer feedback and needs are effectively communicated within the organization. Qualifications - Bachelor’s degree or equivalent experience - Minimum of 7-10 years of experience in a customer-facing role focused on Customer Success - A strong sense of urgency to perform actions quickly - Proven ability to drive continuous value of our product(s), with a passion for customers to help them succeed - Proficiency in quickly learning and understanding software, with the ability to effectively communicate and demonstrate their capabilities, whether in a presentation format or through direct demonstrations in a lab environment - A “do what it takes” mentality - Detail-oriented and a strategic thinker - Strong team player but a self-starter who can operate independently - Proficiency in managing diverse tasks concurrently, such as handling support escalation calls in the morning, conducting best practices calls during mid-day, and facilitating onboarding meetings in the afternoon, etc. - Ability to effectively and successfully handle customer service issues and conflict situations - 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 Preferred Requirements - Prior experience in closing renewals and/or professional services opportunities - Experience managing customers of various sizes and knowing how/why to manage them differently - Experience with Totango or other success platforms Benefits - 2025 Benefits Offering

Are you a passionate individual seeking a fulfilling career that offers flexibility and growth opportunities? Look no further! With the option to work from home and enjoy a flexible schedule, you can balance your personal and professional life seamlessly while advancing your career. Perks Include: 1. Work-Life Balance: Embrace the freedom to work from home and tailor your schedule to fit your lifestyle, ensuring you have time for what matters most to you. 2. Supportive Environment: Join a nurturing community that values work-life harmony and provides the support and flexibility you need to thrive in your career. 3. Mentorship & Growth: Access mentorship opportunities from experienced leaders who are dedicated to helping you succeed, empowering you to grow and excel in your role. Qualifications: • Dedication to delivering exceptional customer service experiences. • Strong communication and interpersonal skills. • Ability to lead and inspire teams to achieve outstanding results. • Desire to pursue professional growth and development while maintaining a healthy work-life balance. If you’re ready to embark on a fulfilling career path that offers flexibility, growth, and support, apply now! Take advantage of this opportunity to work from home, enjoy a schedule that suits your lifestyle, and receive mentorship as you advance your career in client service leadership. Don’t miss out on this chance to prioritize both your personal and professional aspirations. Apply today and take the next step towards a rewarding career! *All interviews will be conducted via Zoom video conferencing (Global Elite Empire Consultants is a third-party recruiter, not an insurance agency)

What's the role?Your main responsibilities include: - Ensuring compliance with HERE processes, quality standards, regulatory, and customer requirements. Being the ambassador of Quality Assurance. - Pushing the standardization agenda in execution by looking for ways to standardize ways of working, quality gates checklist implementation and quality scorecards and dashboards for related domain. - Serving as the main point of contact related to focus domain for multi-topic quality discussions with internal teams and customers where required. - Coordinating Quality Improvement Program planning and execution across teams and functions. - Identifying quality issues and patterns. Looking for improvement opportunities,facilitating quality improvement discussions, risk management, and escalating critical risks when needed. - Consolidating and reporting on the Quality Improvement Program status and quality health. - Driving resolution of customer issues and promoting systemic improvements. - Collaborating with Customer Program Management, Customer Success Management, Engineering, Product, other domain specific quality teams and other key stakeholders. Who are you?You are a strong fit for the role if you possess the following skills, experience and competencies: - 12+ years of total work experience, with 5+ years of experience Software Product or related companies - Ability to be a Systems thinker with a Change Agent Mindset with positive energy . - Deep understanding of a company's product portfolio, technology, stakeholders, and customer use cases. - Strong project management skills, communication, and stakeholder management skills. - Proficiency in quality tools (Pareto, Histogram, 8D, FMEA, etc.), MS Office, Atlassian, and AI-powered tools. - Understanding of cultural nuances of doing business in Japan. - Demonstrated success in customer engagement and driving cross-functional initiatives. - Proactive, detail-oriented, and passionate about quality and continuous improvement. - Fluent communication skills in Japanese and English Who are we?HERE Technologies is a global leader in location data and technology, committed to driving positive impact for our people, customers, and communities. As part of our Quality Excellence strategy, we are introducing the Quality Champion (QC) role—a senior, cross-functional leader dedicated to raising quality standards, driving improvements, and ensuring customer success across multiple programs. The Quality Champion will be the single point of accountability for end-to-end quality execution and coordination, working closely with internal and external stakeholders to deliver measurable outcomes and foster a culture of quality. We envision several QC leads who support key external engagements and internal efforts organized by priority and common elements.The Quality Champion will partner with multiple stakeholders from the account team (CPM, CSM etc.) to Product & Technology and Sales teams to drive their objectives. We invite you to be a change agent and a champion of the Quality effort at HERE.

• As a CSM for Medium Accounts, you are responsible for adoption, satisfaction, retention and expansion of a portfolio of mid-sized firms (between 150 and 300 client files). • You act as the strategic partner for the firms in your portfolio and support them in their digital transformation journey with Pennylane: platform adoption, evolution of business practices, optimization of internal firm management, and proposing additional services to their clients. • Take ownership of the firm relationship once migration is completed, delivering a high-value customer experience. • Ensure high levels of satisfaction through a proactive approach, while empowering firms to take responsibility for the actions they must take to unlock value (CSAT).