• 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.

• Own the end-to-end onboarding of new publishers, building rapport and fostering long-term partnerships. • Manage an established portfolio of publishers, focusing on retention and growth. • Maintain personalized, ongoing communication with each publisher. • Advocate for publisher needs by addressing feature and data requests, reporting, and tools. • Collaborate with internal teams to resolve roadblocks and ensure smooth implementations. • Identify key trends across accounts, escalate when necessary, and introduce new strategies to increase revenue and enhance the client experience. • Conduct quarterly business reviews (QBRs) and regular check-ins to strengthen relationships, analyze performance, and uncover opportunities for improvement.

• Own a portfolio of law firm client relationships, serving as the primary point of contact throughout the client lifecycle • Lead client onboarding, ensuring smooth adoption of Prevail’s platform, workflows, and service standards • Conduct regular business reviews and proactive check-ins to surface needs, address concerns, and identify growth opportunities • Act as a trusted advisor by deeply understanding each client’s litigation support needs and aligning Prevail’s capabilities accordingly • Coordinate deposition session logistics in collaboration with the Operations team, ensuring all resources are confirmed and coverage is airtight • Monitor session delivery in real time; escalate and resolve issues related to court reporters, videographers, interpreters, and support • Step in as needed to assign resources, confirm coverage, or resolve job-related conflicts to protect client experience • Oversee post-session processes, including transcript delivery, quality review, and follow-up communications • Partner with Operations, Sales, and the Transcript/Certification teams to ensure seamless coordination across the client journey • Surface client feedback and recurring issues to internal stakeholders, advocating for product and process improvements • Collaborate with the Dev team to communicate client-facing feature requests and platform updates • Maintain accurate client data and session records within Prevail’s case management and CRM systems • Uphold and enforce Prevail’s quality standards for all service partners including court reporters, videographers, and interpreters • Identify performance trends and escalate service partner concerns through the appropriate channels • Ensure compliance with client-specific preferences, transcript formatting standards, and SLA commitments