• The Sr. Manager, Value & CS 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, and cross-functional initiative management. • Design, build, and maintain a library of Customer Success playbooks that Named & Digital CSMs use to drive consistency in customer engagements across onboarding, adoption, expansion, renewal preparation, and risk mitigation. • Establish a governance process for playbook versioning, feedback loops from CSMs, and continuous improvement based on field outcomes. • Own and evolve Verint's customer journey framework, defining the critical moments of truth, expected outcomes, and the digital/human engagement blend at each stage. • Partner with Customer Success leadership to own and mature Verint's value frameworks, including ROI narratives, outcome models, and executive-ready value stories. • Expand and refine existing value tools such as calculators, templates, and success narratives to support consistent customer-facing conversations. • Develop customer-ready materials and CSM-ready assets that support onboarding, adoption, and early value realization across the customer lifecycle. • Lead the intake, coordination, and execution of Customer Success related requests, including executive asks, product team coordination, value deliverables, and program initiatives. • Manage programs end-to-end, establishing clear ownership, timelines, dependencies, and follow-through across all participating teams. • Serve as a central point of coordination across Customer Success, Product Operations, Marketing, Pre-Sales, Enablement, and PMO teams to ensure alignment. • Identify which playbooks, journey assets, and value resources can be adapted into scalable, self-service formats for tech-touch and digital CS segments. • Lead and develop a team that initially includes business analysts focused on customer value and a Customer Success program specialist, with planned expansion to additional roles such as onboarding specialists and technical consultants supporting Customer Success.

• Lead the design, policy development, vendor selection, and implementation of competitive benefits programs to support regional expansion • Evaluate current benefits policies and programs and develop recommendations to ensure programs are competitive, align with CrowdStrike's benefits philosophy, comply with local regulations, and are scalable • Stay current on legislative and market trends and practices, and recommend changes as needed • Effectively communicate with employees and leaders to ensure benefit programs are fully understood and appropriately valued • Manage relationships and contracts with benefits brokers, carriers, and plan vendors • Manage and administer LATAM benefits programs including health, risk, retirement, time-off, and perks/allowance programs • Lead the annual benefits renewal process and educate employees on program changes/utilization • Partner with local HR Business Partner on new group benefit plans or changes, as needed, to support business initiatives • Ensure adherence to country-specific regulations and reporting requirements • Work closely with internal partners to build out benefits program and time-off tracking in Workday • Participate in the annual budgeting process and track provider and program costs with the Finance team • Review and approve benefits invoices to ensure timely payment • Identify and implement process improvements and automation opportunities leveraging Workday and other HR technologies to streamline benefits administration, communication and reporting • Create reporting dashboards to track regional benefits costs and utilization, delivering actionable insights for internal partners • Support M&A HR activities for any due diligence and/or integration activities as needed • Support special projects as needed

• Own the full vendor management lifecycle for outsourced contact center partners, including selection, onboarding, and ongoing relationship management. • Set vendor expectations and performance standards, defining KPIs and SLAs and regularly evaluating results against contractual commitments. • Develop and execute Statements of Work (SOWs) that clearly define deliverables, staffing models, performance measures, and accountability. • Manage vendor performance through weekly operating reviews, QBRs, and continuous improvement initiatives. • Serve as the primary point of contact between vendors and internal stakeholders, ensuring operational and strategic alignment. • Identify performance risks and improvement opportunities within vendor operations and drive mitigation actions. • Establish and enforce vendor management standards to support effective change management and operational consistency. • Partner with internal teams and vendors to drive improvement, innovation, and value creation aligned to company goals.

• Serves as a Product Manager for the Navy Domain. • Collaborates with Navy Tech Leads to establish technical roadmap for Mission Outcomes with Mission Heroes • Aligns Defense Unicorns’ Product Roadmaps to technical roadmap for your Hero and provides feedback to Product segment on Mission Need dates for features to drive adoption • Share and facilitate feedback from Delivery segment with Product segment regarding Defense Unicorns’ OSS projects and productized services • Work with Tech Leads to establish an aligned Delivery roadmap, using Product roadmaps • Follow company best practices in strategies for building Delivery solutions • Balance priorities from users, customers, stakeholders, and the team to deliver mission value in a scalable way • Fosters an environment for Unicorn growth, mentorship, and coaching within the team • Fosters an environment for Defense Unicorns values and principles to thrive