Manager, Customer Success Operations - Verint Systems, Inc.
Concord, NH
About the Job
At 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. Learn more at www.verint.com .
Overview of Job Function
The Manager, Customer Success Operations will lead and optimize our customer success initiatives. This role is pivotal in driving operational excellence, leveraging data analytics, and enhancing customer experiences through strategic use of tools and integrations. The Manager, Customer Success Operations will have a strong background in data analytics, customer success platforms like Totango, Pendo, and experience in managing seamless integrations of various tools to support our customer success team. You will lead a team of Operations specialists to support the function.
Principal Duties and Essential Responsibilities
Data Analytics and Reporting:
+ Develop and maintain comprehensive dashboards to monitor customer health, usage patterns, and key success metrics.
+ Utilize data analytics to provide actionable insights and recommendations to the Customer Success team.
+ Regularly analyze customer data to identify trends, risks, and opportunities for improvement.
+ Create and maintain reports on renewal rates and Net Revenue Retention (NRR), providing forecasts and insights
+ Analyze NRR metrics to identify growth opportunities and potential risks
Customer Success Platforms Management:
+ Oversee the administration and optimization of Totango for effective customer success management, globally.
+ Ensure accurate and up-to-date data within Totango, facilitating seamless operations and reporting.
+ Train and support the Global Customer Success team in utilizing Totango to its full potential.
Tool Integrations and Automation:
+ Manage integrations between Totango, Pendo, and other essential tools to create a cohesive customer success ecosystem.
+ Identify opportunities for automation to streamline processes and improve efficiency.
+ Collaborate with the IT and Engineering teams to implement and maintain integrations.
Customer Journey and Experience Enhancement:
+ Leverage Pendo to create, analyze, and optimize in-app experiences and customer journeys.
+ Develop strategies to enhance customer onboarding, adoption, and retention through targeted initiatives.
+ Monitor customer feedback and engagement, using insights to drive continuous improvement.
Team Collaboration and Support:
+ Work closely with the Customer Success team to understand their needs and provide data-driven support.
+ Collaborate with Sales, Product, and Marketing teams to align customer success efforts with overall business goals.
+ Foster a culture of continuous learning and improvement within the Customer Success Operations team.
Process Improvement and Standardization:
+ Establish and document best practices, processes, and standard operating procedures for customer success operations.
+ Identify and implement process improvements to enhance efficiency and effectiveness.
+ Ensure compliance with company policies and industry regulations.
Team Leadership and Management:
+ Lead, mentor, and develop a team of Customer Success Operations Specialists, fostering a collaborative and high-performing environment.
+ Set clear goals and performance expectations for the team, regularly providing feedback and conducting performance reviews.
+ Ensure the team has the necessary tools, training, and resources to effectively support customer success initiatives.
+ Encourage continuous learning and professional development within the team.
+ Promote a culture of accountability, innovation, and customer-centricity
Minimum Requirements:
+ Bachelor’s degree in Business, Data Analytics, Information Systems, or a related field.
+ Minimum of 4 years progressive management experience with 6 years of experience in Customer Success Operations, preferably in a B2B SaaS environment.
+ Proficiency in data analytics and reporting tools (e.g., Power BI).
+ Strong experience with Totango and Pendo.
+ Demonstrated ability to manage tool integrations and automation.
+ Excellent analytical, problem-solving, and strategic thinking skills.
+ Strong communication and interpersonal skills, with the ability to work cross-functionally.
+ Proven track record of driving customer success through data-driven insights and operational excellence.
+ Self-starter with a strong sense of urgency and the ability to work independently and proactively.
+ High level of attention to detail and commitment to accuracy.
+ Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
+ Eagerness to identify challenges, propose solutions and implement approved changes to drive success for team, company and customers
#LI-BM1
MIN: $100K
MAX: $140K
Verint Systems Inc. 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 one’s race (including but not limited to natural hair, hair texture, hair type and protective hairstyles), color, religion, national origin, or sex, pregnancy (including childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), sex stereotyping, (including assumptions about a person’s behavior or appearance, gender roles, gender identity, gender expression including gender dysphoria, or transgender status), disability, alienage or citizenship or immigration status, marital status, creed, genetic information, predisposition or carrier status, sexual orientation, military or Veteran status, political affiliation, familial status, caregiver status, status as a victim of domestic violence, unemployment status, natural hairstyles, sexual and other reproductive health decision-making, or any other classification or characteristic protected by applicable federal, state or local laws (collectively, “Protected Characteristics”), will not be tolerated. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.
For US Applicants
_2024 Benefits Offering (https://fa-epcb-dev1-saasfaprod1.fa.ocs.oraclecloud.com/fscmUI/faces/AtkTopicContentQuickPreview?TopicId=300000160018102&Title=Verint+2024+Benefits)_
Overview of Job Function
The Manager, Customer Success Operations will lead and optimize our customer success initiatives. This role is pivotal in driving operational excellence, leveraging data analytics, and enhancing customer experiences through strategic use of tools and integrations. The Manager, Customer Success Operations will have a strong background in data analytics, customer success platforms like Totango, Pendo, and experience in managing seamless integrations of various tools to support our customer success team. You will lead a team of Operations specialists to support the function.
Principal Duties and Essential Responsibilities
Data Analytics and Reporting:
+ Develop and maintain comprehensive dashboards to monitor customer health, usage patterns, and key success metrics.
+ Utilize data analytics to provide actionable insights and recommendations to the Customer Success team.
+ Regularly analyze customer data to identify trends, risks, and opportunities for improvement.
+ Create and maintain reports on renewal rates and Net Revenue Retention (NRR), providing forecasts and insights
+ Analyze NRR metrics to identify growth opportunities and potential risks
Customer Success Platforms Management:
+ Oversee the administration and optimization of Totango for effective customer success management, globally.
+ Ensure accurate and up-to-date data within Totango, facilitating seamless operations and reporting.
+ Train and support the Global Customer Success team in utilizing Totango to its full potential.
Tool Integrations and Automation:
+ Manage integrations between Totango, Pendo, and other essential tools to create a cohesive customer success ecosystem.
+ Identify opportunities for automation to streamline processes and improve efficiency.
+ Collaborate with the IT and Engineering teams to implement and maintain integrations.
Customer Journey and Experience Enhancement:
+ Leverage Pendo to create, analyze, and optimize in-app experiences and customer journeys.
+ Develop strategies to enhance customer onboarding, adoption, and retention through targeted initiatives.
+ Monitor customer feedback and engagement, using insights to drive continuous improvement.
Team Collaboration and Support:
+ Work closely with the Customer Success team to understand their needs and provide data-driven support.
+ Collaborate with Sales, Product, and Marketing teams to align customer success efforts with overall business goals.
+ Foster a culture of continuous learning and improvement within the Customer Success Operations team.
Process Improvement and Standardization:
+ Establish and document best practices, processes, and standard operating procedures for customer success operations.
+ Identify and implement process improvements to enhance efficiency and effectiveness.
+ Ensure compliance with company policies and industry regulations.
Team Leadership and Management:
+ Lead, mentor, and develop a team of Customer Success Operations Specialists, fostering a collaborative and high-performing environment.
+ Set clear goals and performance expectations for the team, regularly providing feedback and conducting performance reviews.
+ Ensure the team has the necessary tools, training, and resources to effectively support customer success initiatives.
+ Encourage continuous learning and professional development within the team.
+ Promote a culture of accountability, innovation, and customer-centricity
Minimum Requirements:
+ Bachelor’s degree in Business, Data Analytics, Information Systems, or a related field.
+ Minimum of 4 years progressive management experience with 6 years of experience in Customer Success Operations, preferably in a B2B SaaS environment.
+ Proficiency in data analytics and reporting tools (e.g., Power BI).
+ Strong experience with Totango and Pendo.
+ Demonstrated ability to manage tool integrations and automation.
+ Excellent analytical, problem-solving, and strategic thinking skills.
+ Strong communication and interpersonal skills, with the ability to work cross-functionally.
+ Proven track record of driving customer success through data-driven insights and operational excellence.
+ Self-starter with a strong sense of urgency and the ability to work independently and proactively.
+ High level of attention to detail and commitment to accuracy.
+ Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
+ Eagerness to identify challenges, propose solutions and implement approved changes to drive success for team, company and customers
#LI-BM1
MIN: $100K
MAX: $140K
Verint Systems Inc. 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 one’s race (including but not limited to natural hair, hair texture, hair type and protective hairstyles), color, religion, national origin, or sex, pregnancy (including childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), sex stereotyping, (including assumptions about a person’s behavior or appearance, gender roles, gender identity, gender expression including gender dysphoria, or transgender status), disability, alienage or citizenship or immigration status, marital status, creed, genetic information, predisposition or carrier status, sexual orientation, military or Veteran status, political affiliation, familial status, caregiver status, status as a victim of domestic violence, unemployment status, natural hairstyles, sexual and other reproductive health decision-making, or any other classification or characteristic protected by applicable federal, state or local laws (collectively, “Protected Characteristics”), will not be tolerated. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.
For US Applicants
_2024 Benefits Offering (https://fa-epcb-dev1-saasfaprod1.fa.ocs.oraclecloud.com/fscmUI/faces/AtkTopicContentQuickPreview?TopicId=300000160018102&Title=Verint+2024+Benefits)_
Source : Verint Systems, Inc.
