Role Description The CS Journey & Programs Specialist is responsible for designing and operationalizing Verint's customer journey framework and building the stage-specific resources that Customer Success Managers use to deliver consistent, outcome-focused engagements. This role translates journey architecture into practical toolkits, visual and multimedia resources, and scalable assets that serve both Named CSMs and Verint's long-tail customer base. This is a hands-on individual contributor role that blends strategic thinking with creative execution. You will own the journey map as a living artifact, build adoption toolkits tied to each lifecycle stage, and produce lightweight multimedia resources that help CSMs and customers move through critical moments of truth. You will work cross-functionally with Product, Marketing, and Sales while keeping the voice and perspective firmly rooted in Customer Success. Qualifications - Bachelor's degree in a related field or equivalent experience. - 5+ years of experience in Customer Success, Customer Success Operations, Customer Education, or a related function within a B2B SaaS or enterprise software environment. - Demonstrated experience designing or operationalizing customer journey maps or lifecycle frameworks. - Strong writing, editing, and storytelling skills with the ability to translate technical material into clear, customer-friendly resources. - Experience producing lightweight video or multimedia assets (scripting, recording, basic editing); full production expertise not required. - Experience working with CRMs (Salesforce), CSPs (Totango), or similar platforms. - Ability to manage multiple concurrent projects and stakeholders in a matrixed organization. - Proactive, self-directed working style with a bias toward execution. - Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, and credit/drug screening where applicable. Requirements - Design, document, and continuously refine Verint's customer journey maps, defining lifecycle stages, critical moments of truth, expected customer outcomes, and the appropriate digital/human engagement blend at each stage. - Translate journey maps into stage-gate criteria and triggers that CSMs use to assess customer health, determine next actions, and identify escalation points. - Partner with Customer Success leadership to validate journey frameworks against real customer data and field feedback from CSMs. - Maintain the journey framework as a living document, incorporating changes driven by new product launches, segmentation shifts, or evolving CS strategy. - Build and maintain adoption toolkits tied to specific journey stages, packaging technical documentation, best practices, and use-case guidance into formats CSMs can deliver directly to customers. - Develop CSM-ready assets for onboarding, adoption, value realization, expansion, and renewal preparation that drive consistency across the Named CSM team. - Curate and repackage existing product, sales, and marketing materials into a unified Customer Success perspective, ensuring resources are practical, current, and easy to consume. - Create scalable resources for the Digital CS team, adapting Named CSM toolkits into self-service formats suitable for tech-touch segments. - Produce lightweight video and visual resources such as product walk-throughs, webinar promotions, feature highlight clips, and FAQ explainers by synthesizing technical documentation and SME input. - Develop and manage a resource calendar that aligns multimedia production with product releases, seasonal renewal cycles, and CS campaign priorities. - Own the voice, tone, and visual consistency of all customer-facing CS resources to ensure clarity, accuracy, and alignment with Verint's brand standards. - Forge working relationships with Product, Marketing, and Sales to stay ahead of releases, messaging shifts, and go-to-market changes that impact the customer journey. - Collaborate with Marketing on customer-facing communications to ensure CS resources complement (not duplicate) existing marketing assets. - Partner with the Sr. Manager, Value & CS Programs to align resource development priorities with broader CS objectives, playbook requirements, and value framework initiatives. - Define and track usage and effectiveness metrics for journey assets, toolkits, and multimedia resources to inform iteration priorities. - Gather structured feedback from CSMs on resource quality, gaps, and field applicability to drive continuous improvement. Preferred Requirements - Experience building adoption programs, onboarding toolkits, or lifecycle-stage resource libraries for Customer Success teams. - Familiarity with digital/scaled CS motions and creating self-service resources for tech-touch customer segments. - Experience supporting enterprise or complex B2B Customer Success organizations with multi-product portfolios. - Comfort working across departments (Product, Marketing, Sales) without direct authority.

Role Description Como Customer Success Specialist na CARV, você terá um papel fundamental no fortalecimento do relacionamento com os clientes e em garantir que eles extraiam o máximo valor dos nossos serviços. Você trabalhará diretamente com empreendedores, compreendendo seus desafios e objetivos específicos, e oferecerá suporte proativo para ajudá-los a ter sucesso em seus negócios. Essa posição exige paixão por satisfação do cliente, excelentes habilidades de comunicação e um forte compromisso com a geração de resultados positivos. Fazer parte da CARV significa integrar uma equipe movida por propósito, que não apenas ensina, mas também acompanha e executa estratégias que geram crescimento real para os negócios. Se você se entusiasma com a ideia de causar um impacto concreto na comunidade empreendedora e prospera em um ambiente colaborativo, essa oportunidade é ideal para você. - Atuar como principal ponto de contato dos clientes, oferecendo suporte de excelência ao longo de toda a jornada com a CARV - Entender as necessidades e objetivos de negócio dos clientes para personalizar soluções e maximizar seus resultados - Educar os clientes sobre os programas de treinamento e metodologias de mentoria da CARV, ampliando seu conhecimento e habilidades - Monitorar métricas de saúde do cliente e agir de forma proativa para resolver problemas, aumentando satisfação e retenção - Colaborar com equipes internas para garantir uma entrega de serviço fluida e solucionar demandas dos clientes com eficiência - Fornecer atualizações e relatórios regulares sobre progresso, feedbacks e resultados dos clientes para a liderança - Realizar follow-ups e check-ins frequentes para manter alto engajamento e construir relacionamentos de longo prazo Qualifications - Previous experience in customer success, client support, or account management, preferably within the training or coaching industry. - Strong interpersonal and communication skills in both Portuguese and English. - Ability to understand complex business needs and translate them into actionable solutions. - Proactive problem-solving skills and a customer-centric mindset. - Highly organized with the ability to manage multiple accounts and priorities simultaneously. - Experience using CRM software and customer engagement tools. - Passion for education, business development, and helping entrepreneurs achieve success. Benefits - Treinamento & Desenvolvimento - Bônus por Performance

Role Description We are seeking a Customer Success Specialist to support our growing team. This is a temporary position with the potential to transition to a full-time role based on performance and business needs. As our Customer Success Specialist, you will provide world-class customer support to direct customers worldwide as well as the Glacial Skin sales team. This position requires an extensive understanding of company products and processes, especially those related to sales and sales administrative concepts and policies. - Serve as the liaison between, and maintain excellent communication with, direct sales team members, customers, and various entities at corporate headquarters. - Execute the order-to-cash process for direct customers, from the initial quote through revenue recognition and collections. - Execute all aspects of the direct customer sales process through order processing, scheduling, logistics and overall account management. - Answer incoming calls from internal and external customers according to standards set and exercise judgment in the handling of the call. - Process inquiries, customer feedback/complaints in a timely manner and provide general messaging, escalating as needed to ensure proper handling/resolution. - Utilize ERP/CRM system (NetSuite, HubSpot) to enter orders for systems, consumables, sales trunk stock, and to process refunds and credits. - Coordinate system deliveries including new system sales, demo systems and service or replacement components with our logistics partners and customers. - Track and document customer new system device setup. - Perform the processes related to the sales and marketing programs, including but not limited to, the Glacial Peak Membership Program. - Support sales demos, road shows, and events, including scheduling and facilitating the demo delivery and pick up schedules. - Act as the liaison between the customer and internal team, working closely with inventory management and sales team to ensure orders are processed efficiently and customer delivery expectations are met. - Develop and cultivate favorable relationships with existing and potential customers. - Perform other related duties as assigned. Qualifications - Associate degree preferred or equivalent combination of education and experience. - A minimum of 5-7 years related experience required. - Previous experience in supporting the sales process for a medical device company preferred. - Previous experience in managing timely sales and service order processing and documentation completion. - Experience with HubSpot preferred. Requirements - Able to work on assignments that are semi-routine in nature where ability to recognize deviation from accepted practice is required. - Strong ability to multi-task throughout day on both phone queues and email. - Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook). - Excellent written and verbal communication, interpersonal, and organizational skills, attention to detail, with experience managing a multi-faceted role across a remote team. - Ability to sit, stand, and/or walk for no less than 8 hours a day. - Ability to lift a minimum of 35 pounds. - To be most successful in this role, you should possess a high level of professional passion and initiative and thrive in a fast-paced, remote, multitasking, startup environment. - Willingness to travel as needed, including, but not limited to our corporate headquarters in Dublin, CA. Benefits - Fully distributed workforce. - Company paid medical, dental, and vision insurance. - 401K plan, with company match. - Plus, much more to explore and discover!

• Lead multiple technical engagements for a small set of named customers across strategy and migrations, IT transformation, and modernization initiatives. • Own technical delivery (end-to-end) responsibilities that include achieving and continuously improving the quality and time-to-market metrics. • Primary ownership of customer satisfaction for named customer engagements. • Manage product requirements, technical considerations, and decisions to deliver the desired customer outcome. • Invest time to understand the customer’s long and short-term business goals and align Presidio’s priorities to deliver both tactical wins and lay the foundation for longer-term success for both the customer and Presidio. • Lead and deliver workshops for IT initiatives. • Lead and deliver technology strategy sessions for customers with an ability to engage C-level leaders, architects, business stakeholders, and customers’ engineering teams. • Proactively ensure that technology decisions, investments, and capabilities map to business outcomes. • Proactively seek opportunities to translate business requirements to technical requirements and vice versa. • When required, take primary ownership of engagements in challenging situations and work with the customer and internal stakeholders to bring the engagement towards success. • Invest time in understanding customers’ organizational culture and align Presidio’s delivery teams and processes towards the fastest path to success. • Quickly assimilate into the client team, project team, and culture, becoming a valuable contributor. • Experience prioritizing competing demands from stakeholders with the ability to resolve conflicts. • Build relationships with customer stakeholders across all levels, including leadership, business, and technical stakeholders, and identify potential opportunities. • Partner with stakeholders and customers across the organization to communicate the product vision, strategy, features, prioritization, progress, and needs. • Perform research to understand the latest market and business changes and determine the potential impact on current strategy and requirements, sharing any pertinent findings with the customer. • Review technology architecture, perform gap analyses, and define future-state roadmaps aligned with business objectives, capabilities, and industry best practices. • Translate complex VMware technical concepts into clear, actionable guidance for non-technical stakeholders and executives. • Working side by side with Presidio’s VMware Architects to deliver a comprehensive VCF Adoption Roadmap document and/or PowerPoint presentation.