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Note: The job is a remote job and is open to candidates in USA. Calabrio is dedicated to enhancing customer engagement and experience through innovative solutions. The Associate Customer Success Manager will act as an advocate for customers, ensuring their satisfaction and promoting product adoption while collaborating with clients to achieve their business goals.
Responsibilities
Assist in delivering value to customers by understanding customer outcomes, business challenges, key KPIs, and providing recommendations
Support creating and delivering a success roadmap that aligns with each customer's unique business goals and objectives
Help drive product adoption, education, and usage across your portfolio to deliver meaningful business outcomes that ensure all contacts are Verint evangelists
Collaborate with customers to increase their usage and adoption of our solutions to ensure they achieve their desired outcomes
Learn and become a subject matter expert on assigned Verint Product Solutions so that you can speak and demonstrate intelligently about the product's value and usage
Assist in the ongoing assessment of the business value being delivered and acknowledged by the client that can be leveraged for renewals and business growth discussions
Identify Expansion Opportunities to drive revenue growth
Work with the customers to: Increase usage and adoption, ensure retention, and create an environment of customer delight
Evaluate the health scores of our customers using tools like Totango and assign a health score to each customer. Document the rationale for each health score assigned
Bring intelligent product feedback and recommendations from customers back to the product team
Act as one of the functions echoing the voice of the customer within Verint, ensuring that customer feedback and needs are effectively communicated within the organization
Skills
Bachelor's degree or equivalent experience
Minimum of 0-3 years of experience in a customer-facing role focused on Customer Success
Proficiency in quickly learning and understanding software, with the ability to effectively communicate and demonstrate their capabilities, whether in a presentation format or through direct demonstrations in a lab environment
A 'do what it takes' mentality
A strong sense of urgency to perform actions quickly
Detail-oriented
Strong team player but a self-starter that can operate independently
Proficiency in multitasking, such as handling escalation calls in the morning, conducting best practices calls during mid-day, facilitating onboarding meetings in the afternoon, etc
Ability to effectively and successfully handle customer service issues and conflict situations
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
Proven ability to support continuous value of our product(s), with a passion for customers to help them succeed
Prior experience in closing renewals and/or professional services opportunities
Experience managing customers of various sizes and knowing how/why to manage them differently
Experience with Totango or other success platforms
Experience in a CCaaS or CX Automation environment
Experience with Verint products
Benefits
401(k) with company matching
Medical, dental, and vision insurance
Disability and life insurance
Flexible PTO
Paid holidays and parental leave
Tuition reimbursement
Market competitive pay and benefits based upon the candidate's skills, experience, and qualifications
Company Overview
Calabrio is a software company that provides an easy to use workforce optimization suite for contact centers. It was founded in 1995, and is headquartered in Minneapolis, Minnesota, USA, with a workforce of 501-1000 employees. Its website is
