• Support CRM operations in customer relations • Handle customer service via WhatsApp • Send emails and push notifications • Collaborate with the team to organize communication flows • Monitor and report campaign statuses

• Manage a portfolio of approximately 10-20 accounts, understanding business goals and challenges to help achieve renewal targets and long-term account growth. • Own, drive, and manage the end-to-end customer relationship, ensuring customer satisfaction, renewal, and expansion. • Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors. • Collaborate with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, grow and mature our customers. • Maintain a highly collaborative, positive, & synergistic relationship with the customer and with internal teams to ensure quality solution delivery and support. • Senior level relationship ownership and management. • Understand clients’ business and identify opportunities for Upland to add value. • Provide leadership and insight into customer’s objectives, process and technology roadmaps. • Identify any potential risks associated to customer health and retention and communicate regularly to leadership team. • Collaborate with internal cross-functional teams to create and execute risk mitigation plans. • Facilitate multiple moving parts, resources & communication chains. • Manage customer subscription renewals, including proposal development, estimates and commercial negotiations. • Identify new opportunity (growth) and drive expansion within existing customer portfolio.

• Act as a bridge between Magellan Technology and the client's needs, ensuring successful delivery of technology solutions. • Responsible for transforming processes focused on quality client experience. • Maintain status updates and communicate with leadership and client contacts. • Attend meetings to keep Magellan apprised of any changes impacting processes in support of clients. • Gather and document issues and requests for change from clients. • Work closely with stakeholders to provide status and iterative releases.

Role Description The Sr. Manager, Value & Customer Success Programs is responsible for building and leading a centralized function that equips Customer Success Managers with the frameworks, playbooks, and value assets they need to deliver consistent, outcome-focused customer engagements. This role owns the design and execution of Customer Success programs spanning: - Playbook creation and delivery - Customer journey mapping - Value realization - Executive-level value storytelling - Customer adoption programs - Save plays - Cross-functional initiative management This is a builder role requiring strong program management skills, comfort operating in ambiguity, and the ability to scale impact across a Customer Success organization. Qualifications - Bachelor's degree in a related field or equivalent experience - Minimum of 6 years progressive management experience - 10+ years of experience in Customer Success, Customer Success Operations, Program Management, or a related function within a B2B SaaS or enterprise software environment - Demonstrated experience designing playbooks or standardized engagement frameworks for customer-facing teams - Background in Value Management, or analytics-driven CS functions - Prior people management experience, including leading and developing teams - Demonstrated experience building and scaling programs in evolving environments - Strong understanding of customer value realization, outcomes-based success, and executive-level value storytelling - Proven ability to manage multiple concurrent initiatives and drive execution across teams without direct authority - Excellent written and verbal communication skills, with the ability to synthesize complex ideas into clear, actionable deliverables Requirements - Experience with customer journey mapping methodologies and translating journey frameworks into operational playbooks - Experience supporting enterprise or complex B2B Customer Success organizations - Experience developing onboarding or adoption programs aligned to Customer Success ownership - Comfortable operating as both a strategic thinker and hands-on executor Benefits - 2025 Benefits Offering Company Description Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.