• Maintain positive client relationships to maximize product/service satisfaction • Act as a liaison between organization and clients • Leverage data captured in other areas of Jenzabar to personalize and address client’s needs and ROI • Client Service training for continuous improvement • Visit and/or conduct annual reviews with each client • Identify, develop, and maintain strategic relationships with senior level contacts • Integral part of strategizing on accounts with Account Executive & Sales Manager to establish future sales • Collects feedback on how products are meeting the needs of the client and identifying how this can be improved • Represent Jenzabar at related regional conferences within your territory • Deeper level of understanding of our 3rd party relationships and opportunities & positioning • Visit clients on campus in the US and Canada annually • Ability to travel 25-50% • Other tasks as assigned

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of Velsera solution and services. • Work with customers to build Customer Success Plans, establishing critical outcomes, and key performance indicators then apply a deep understanding of Customer Health to maximize their achievement. • Assist customers by introducing them to the most appropriate best practices and other enablers for success at each stage of the Velsera Customer Journey. • Identify the need for and create playbooks, solutions, best practices and other shared assets, to improve customer effectiveness and efficiency. • Provide insights to customers with respect to the availability and applicability of new features (or deprecation/EOL of the same). • Act as a customer advocate in all internal Velsera activities, including product road-mapping, and account planning. • Take a risk-based approach to monitoring customer sentiment and managing account escalations. • Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to Velsera account stakeholders and externally to Customer Sponsors and Executives. • Identify, qualify and support the positioning of additional business cases to expand Velsera usage within the customer organization. • Identifying and executing on opportunities for upsell and expansions with our existing customer base. • Manage customer renewal cycle from initial approach through contracting to ensure revenue retention.

• 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.

• Oversee the customer experience for a portfolio of 30-40 enterprise-level, high-value accounts with the goals of retention and growth. • Build and foster deep relationships at all levels of the customer organisation, multi-tasking with customers to ensure alignment with their business goals and use cases and develop long-term partnerships. • Use strategic thinking, consultative problem solving, and deep product knowledge to help your customers achieve measurable business outcomes, new use cases and maximize their ROI with HubSpot. • Partner with multiple internal cross-functional teams (Sales, Marketing, Product, Contract Management, and HubSpot executive leadership) to develop and execute success plans that align stakeholders on growth strategies and risk mitigation. • Create and deliver Executive Business Reviews, presentations and strategic consultations to align on goals, priorities, growth opportunities, and overall business vision to support optimal adoption of the HubSpot platform. • Act as a customer advocate and focus on deep platform solutioning, by developing adoption roadmaps, identifying and removing technical and cultural adoption barriers, creating and delivering success plans with clear outcomes, aligning internal resources to support customer initiatives - all while demonstrating resilience and perseverance in the face of setbacks or slow progress. • Travel onsite to deliver strategic consulting engagements if needed, usually around 2-3 times yearly. • Demonstrate a sustained, significant, and quantifiable impact on the business in the areas of program development, team growth and/or people development.