• Build and maintain strong, trusted relationships with key customers • Develop a deep understanding of your customers' business needs, objectives, and challenges • Proactively communicate with customers to assess satisfaction and address concerns • Develop and implement strategic account plans aligned with customers’ business objectives • Identify growth opportunities within existing accounts and propose solutions • Work closely with customers to understand their future needs and align offerings accordingly • Coordinate improvement workstreams with cross-functional teams, including sales, marketing, and product development • Provide feedback to internal teams based on customer insights • Meet and exceed sales targets within assigned accounts • Upsell additional products or services to existing customers • Identify new business opportunities within existing accounts • Negotiate and renew contracts with customers, ensuring favorable terms • Address and resolve customer issues in a timely manner • Collaborate with cross-functional teams to troubleshoot and resolve customer concerns • Stay informed about industry trends and competitor activities

At Calabrio/Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. The Customer Success Manager (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 CSM is passionate about the product, engaging customers, ensuring their happiness, and showing the value of the overall solution. The role has strong relationship skills and can create win/win environments for all parties they work with. The CSM will be responsible for having a solid knowledge of Verint Product Solutions and applying this knowledge in all aspects of the job. Principal Duties and Essential Responsibilities - 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.

• Conduct all client communications in a professional and timely manner to make sure clients are up-to-date on the status of their requests. • Answer customer requests via phone and support ticket emails through the helpdesk ticket system. • Resolve support tickets promptly and effectively by maintaining strong product knowledge. • Update customer websites via WordPress Content Management System. • Follow documented processes and provide feedback and suggestions to improve our processes. • Provide frontline customer service for billing inquiries. • Identify overall support process improvements and share observations.

• Lead, coach, and develop the North America CSM team, including Team Leads where applicable. • Set clear expectations tied to retention, qualified opportunity generation, SIS lead creation, and account management discipline. • Own regional churn forecasting and lead regular risk reviews to ensure risks are identified early, documented clearly, and actively mitigated. • Step into high-risk or high-value customer situations as needed to support save plans, renewals, and executive alignment. • Ensure renewals are managed proactively, forecasted accurately, and documented cleanly in Salesforce. • Drive expansion discipline by coaching CSMs on opportunity identification, lead quality, and effective partnership with Sales. • Enforce consistent use of Salesforce and Catalyst for health monitoring, risk tracking, task management, and account planning. • Partner cross-functionally with Sales, Support, Implementation, and Product to resolve escalations and improve customer outcomes. • Hire, onboard, manage, and develop talent, including succession planning for future Team Leads and Managers. • Provide regular reporting and recommendations on regional risk, team performance, process gaps, and staffing needs.