דרושים Sr Customer Success Manager ב-Verint ב-ארהב

Principal Duties and Essential Responsibilities:

• Manages complex program-level engagements and implementations.
• Responsible for program objectives, defined scope and achieving the conditions of success that serve as major program milestones and requires interim or final customer sign-off for approval.
• Participates in Sales-to-Services mobilization activities and/or reviews all pre-Sales documents and informs Sales and Contracts of potential technical, logistical, project scheduling or business issues, and liaisons with internal departments to ensure necessary program needs and goals are being met.
• Reviews Pre-Sales and Sales documentation to ensure the overall Professional Services effort and deliverables are accurately scoped and defined.
• At the conclusion of each critical program, creates a program summary outlining both strengths and shortcomings of the program management process and perceived customer experience.
• Leads a program team, including customer stakeholders and other potential third-party resources through either a traditional or agile program lifecycle. Trains, mentors and guides program teammates to drive successful outcomes.
• Interacts regularly with the PMO Director, keeping them informed of program progress and seeking guidance where needed to ensure overall program success and customer satisfaction.
• Completes standard and ad hoc status reporting requirements.
• Effectively coordinates the allocation of program resources with the functional managers and other Project Managers in order to maintain program deployment schedules.
• Accountable for adhering to the escalation process for installation issue resolution and managing the final “go/no-go” decision for installation deployment.
• Develops and monitors the program schedule and defined milestones to accurately know the percent complete based on hours consumed and impact to revenue recognition.
• Updates and regularly maintains the program budget forecast and ensures timesheet adherence for timely financial reporting.
• Creates, gathers approval and executes Change Orders as required.
• Establishes and maintains client-focused professional relationships with all customer and business executives to facilitate transparent, honest and timely communication.
• Stays attuned to changes in the customer’s business and technology environment, as well as organization and culture that could adversely affect the efforts of Verint Systems, Inc.
• Attends required product and services training and related demonstrations to acquire a fundamental understanding of Verint’s product suite and business advisory services.
• Engages in special programs as assigned by PMO leadership.

Minimum Requirements:

• Bachelor’s degree in a related field or equivalent work experience
• 6+ years of experience in technical program or project management, process improvement, management consulting, and/or customer relationship management.
• Demonstrated experience in leading enterprise scale software deployments of $250K or greater.
• Past demonstrated experience in managing projects or programs in a complex environment.
• Experience leading complex implementations that require strong integration across lifecycle components using critical thinking, problem solving.
• Program financial management experience; inclusive of developing and maintaining program level budgeting and forecasting.
• Ability to effectively lead a cross-functional team without direct reporting responsibility in a manner that achieves desired business results.
• Effectively demonstrates a leadership presence when dealing with senior leaders; can remain composed, focused and productive when confronted with escalated issues or unanticipated change.
• Must possess Executive level communication skills, determining their purpose, impact, and appropriate timing without coaching. Must be able to effectively communicate with Executive Level Clients; this includes setting client expectations, the ability to deliver sub-optimal updates, and deftly deal with escalations.
• Experience in project lifecycle activities and tasks.
• Consulting experience translating model and business process knowledge to clients.
• Ability to manage and conduct resource requirements analysis.
• Up to 15% travel required.
• Software specific working knowledge required of the following: SmartSheet, Microsoft Office Suite, Salesforce, and FinancialForce.
• 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
• The ability to obtain the necessary credit line required to travel.

MIN: 122,000

MAX: 133,000

Overview of Job Function:

The Fraud Security Solutions (FSS) Sr. Technical Consultant is a role that requires working in close partnership with the Wells Fargo technical IT team and their Integrators to ensure long-term success for both the End-Customer and FSS. The Sr. Technical Consultant will be responsible for leading technical tasks, projects, and regular communication updates, both on-site and remote, in order to promote a productive and positive relationship, ensuring Wells Fargo success by following a defined methodology and by coordinating FSS resources in Sales, Professional Services, Product House and Support.

Principal Duties and Essential Responsibilities:

• Serve as the primary technical point of contact for all assigned tasks and projects at Wells Fargo. Embed within the Wells Fargo IT technical team for all Verint video solutions projects, technical issues, and communication updates.
• Complete all assigned tasks, either on-site at Wells Fargo locations (primarily Charlotte, NC) or remote, which may include installations, upgrades, new releases, configuration, testing, investigation and troubleshooting of application software, hardware components, DVR firmware, camera firmware, network switches, and other third-party integrations.
• Manage the technical escalation process through the Verint FSS customer support team, tier 3, and product house escalation teams, and provide timely updates.
• Manage technical status reports and project tracking updates with a regular communications cadence to the Verint FSS Customer Success Director, Sales Director and senior Technical Liaison.
• Manage daily operations and work with the Verint FSS Wells Fargo account team to position both FSS and Wells Fargo to drive achievement of Verint goals and customer objectives.
• Participate in weekly technical tracking meetings and quarterly QBR meetings reporting on progress against technical tasks and goals.
• Develop and manage process documentation for product deployment efforts.
• Develop and manage user acceptance requirements and deployment to include Proofs of Concept (POC) and pilot efforts.
• Provide training to bank personnel using online and in-person tools.
• Oversee and direct analytics/AI deployments on a large scale.
• Oversee and direct cloud testing and deployment of the Verint FSS Cloud solution.

Minimum Requirements:

• Bachelor’s Degree in IT, Computer Science or other related field, or equivalent work experience.
• 7+ years’ experience in a technical, customer facing role
  or
  physical security in the U.S. banking sector.
• Strong technical skills in enterprise software, video surveillance systems, database technology, network management, application configuration, and troubleshooting.
• Strong experience in user acceptance testing to include development of user requirements as well as overseeing the testing within the customer environment.
• Strong project management experience using multiple tools for tracking and managing large scale software deployments.
• Experience rolling out large scale (100 plus) sites of video analytics, tracking accuracy, and monitoring effectiveness of those analytics, and reporting findings to business unit.
• Proven record in process documentation for large scale security systems deployments.
• Experience using online and in-person training tools to improve the level of understanding of security systems to a large, enterprise user base.
• Excellent and professional written/verbal communication and listening skills, with the ability to present complex technical information in a clear and concise manner to a variety of audiences, including non-technical.
• Strong technical aptitude and demonstrated ability to communicate using standard IT and software terminology.
• Ability to prioritize and drive cross-functional issues to a successful resolution on behalf of Wells Fargo.
• Excellent track record in developing relationships with a high degree of integrity and trust.
• Willingness and ability to travel up to 50% domestically, occasionally at short notice.
• Must reside in Charlotte, NC or within 4-5 hours driving distance.
• Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations
• Wells Fargo may request that additional checks be conducted on Verint employees. Verint reserves the right, consistent with applicable law, to require employees in certain positions to undergo background checks periodically or as needed based on our customers' requirements.

Preferred Requirements:

• Experience with the installation, support, usage, or administration of Verint FSS software and hardware.
• Experience in managing large, complex physical security projects and tasks in the US banking sector.
• Leadership experience focusing on multi-team collaboration and operations.
• Deep understanding of large financial institution challenges and scalability concerns.

Principal Duties and Essential Responsibilities:

• Lead the execution and evolution of the Problem Management practice across Cloud Operations
• Identify recurring and pervasive issues through data analysis and pattern recognition
• Facilitate and contribute to blameless postmortems and incident reviews
• Deliver actionable insights and recommendations to engineering and product teams
• Track and drive resolution of root causes, ensuring long-term fixes are implemented
• Build strong relationships with Engineering, SRE, and Support teams to foster a culture of shared responsibility
• Host recurring uptime and reliability review meetings with cross-functional stakeholders
• Communicate findings and progress clearly and concisely to executive leadership
• Serve as a trusted advisor during incident reviews and RCA development
• Develop and maintain KPIs, dashboards, and metrics to measure the effectiveness of Problem Management
• Contribute to the design and implementation of continuous service improvement (CSI) initiatives
• Ensure compliance with internal standards and regulatory require
• Mentor teams on best practices in problem identification, analysis, and resolution.

Minimum Requirements:

• 5 years experience in ITSM, SRE or DevOps environments
• Excellent communication skills, including executive-level reporting
• Tenacious follow-through and attention to detail
• Strong analytical and pattern recognition skills
• Proven ability to lead cross-functional initiatives and influence without authority
• Fast learner with a growth mindset and a passion for service reliability
• 3 years experience in these or similar technologies: ServiceNow; Jira/Confluence, Excel
• 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

Preferred Requirements:

• Experience working in large-scale cloud environments
• Experience withMS PowerBI, Tableau, Cognos, MicroStrategy
• Experience writing customer-facing root case analysis (RCA) documentation
• Bachelor’s degree in a related field
• ITIL v4 certifications or equivalent experience
• Familiarity with SRE principles and blameless postmortem culture

Principal Duties and Essential Responsibilities:

• Design and develop overall data architecture to ensure the effective storage, retrieval, and analysis of large-scale data sets
• Build and maintain scalable data pipelines for ingesting, processing, and transforming data from various sources into our data warehouse or data lake. Ensure data quality and data consistency throughout the pipeline
• Optimize data storage, retrieval, and processing performance through indexing, partitioning, and caching techniques
• Evaluate and select appropriate technologies, tools, and platforms for data processing
• Improve availability and reliability of data streaming pipeline
• Evaluate the scalability of data architecture to accommodate future growth and changing business needs
• Develop build and deployment automation for microservices using CI/CD

Essential Requirements:

• Bachelor's degree in Computer Science, Engineering or related field
• 8+ years developing backend services with Java/ Scala/Python
• Strong modern data store knowledge including traditional data warehouse and data lake
• Experience on solution design with microservices dealing large scale datasets
• Experience in automating operational tasks through development and coding.
• Hands-on experience using Maven, Jenkins, Git, JUnit
• 5+ years working experience using cloud services in AWS or other cloud provider
• Excellent communication skill

Preferred Requirements:

• Knowledge of Spark (java, Scala)
• Knowledge of Databrick
• Hands-on experience with Docker and Kubernetes
• Experience working in cloud environments: AWS and/or Azure
• Familiarity with performance monitoring using Datadog
• Understanding of asynchronous Java programming

MIN: $135K

MAX: $190K

What You’ll Do

• Develop a comprehensive 12-month strategy for Verint and marketing partnerships, working closely with leaders in marketing and sales.
• Drive the execution of marketing plans, ensuring they maximize business impact and are delivered on time and within budget.
• Own relationships with partner marketing leads, co-developing joint programming, securing funding, and executing external campaigns.
• Partner with internal teams to manage the planning and execution of large-scale events, aligning efforts with broader marketing campaigns.
• Manage various event components, including event operations & complex logistics, venue liaison, trade show booth development, trade show marketing programs, budget management and onsite execution.
• Project manage logistics, securing venues and exhibition space, travel, staffing and development of creative concepts.
• Lead budget management for Partner marketing initiatives, ensuring resources are allocated efficiently to achieve the highest ROI.
• Help with the creation of event-focused sales engagement and enablement programs to ensure targeted audience recruitment.

What You’ll Need

• Bachelor’s degree or equivalent, preferably in Business, Marketing, or Communications.
• 12 years of marketing experience, preferably in partner marketing, with a background in cloud technology partnerships2-5 years combined corporate and tradeshow event experience. Experience at a SaaS-based B2B technology company is a benefit.
• Demonstrates strong critical thinking skills and ability to problem solve and resolve obstacles
• High energy, can-do personality and ability to thrive in a high-growth environment.
• Strong focus on execution in a fast-paced environment with a track record of working on multiple events concurrently.
• Expected travel: 30% but may increase / fluctuate based on business needs.
• Proficient in Microsoft Office programs (Excel, Word, PowerPoint). Salesforce.com, Wrike knowledge is a benefit.

Minimum Requirements:

• Bachelor’s degree or equivalent, preferably in Business, Marketing, or Communications.
• 12 years of marketing experience, preferably in partner marketing, with a background in cloud technology partnerships 5+ years combined corporate and tradeshow event experience planning and managing tradeshow events logistics including contracting events scheduling speakers.
• Experience managing complex events involving cross-functional internal and external stakeholders.
• Ability to effectively interface and negotiate with outside vendors.
• Able to quickly shift gears between planning and executing activities.
• Excellent Team work, communication and social media skills.
• Ability to travel to conferences and events.
• Strong collaboration skills with the ability to work effectively both independently and as part of a team.
• Strong Project Management: Must be detail oriented and ability to juggle mulitple projects and manage deadlines. MS, Excel and PowerPoint experience.
• 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.

Preferred Requirements:

• CVENT and Salesforce experience preferred
• Wrike (Project Management), CVENT (Event Management Platform) and Salesforce experience

Principal Duties and Essential Responsibilities:

• Identify market opportunities.
• Define and manage the definition of product vision and strategy in collaboration with stakeholders.
• Convert the vision to a product roadmap.
• Write specifications, prioritize features, build consensus and coordinate product schedules.
• Work closely with highly technical managers and engineering teams to fulfill the product backlog using Scrum/ Agile methodologies.
• Create and lead others for mockups, wireframes or POCs.
• Gather and incorporate product feedback into subsequent product releases.
• Create formal product documentation such as feature sheets and user guides.
• Contribute to definition and execution of internal processes for delivery and maintenance of product offerings in Verint Cloud.
• Partner with marketing and sales enablement to create sales collateral and training that reinforces offering positioning and messaging.
• Work with sales in customer engagements pre and post-sale including challenging and high stakes situations.
• Drive and deliver enablement for sales, presales, partners and services organizations in support of new offering launches.

Minimum Requirements:

• Bachelors degree in Computer Science, Engineering, Information Systems, or other business-related degree, or equivalent work experience
• Minimum of 8+ years of experience in product management or product engineering
• Ability to prioritize and delegate tasks across team boundaries and/or geographically dispersed teams while managing multiple priorities and parallel projects.
• Proven track record of successfully bringing complex software products or services to market, ideally in a B2B environment
• Exceptional strategic thinking and analytical skills, with the ability to translate market insights into actionable product strategies
• Strong content creation and presentation skills, with experience presenting to internal and external audiences.
• Demonstrated leadership abilities, including experience managing and mentoring product teams
• Highly motivated, self-directed, and results-oriented, with a strong sense of ownership and accountability
• 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

Preferred Requirements:

• Experience in the software-as-a-service (SaaS) industry, with a focus on contact center or financial services software solutions
• Experience within banking, capital markets or other heavily regulated industries.
• Experience managing big data technology product roadmaps
• Experience with VoIP technology that is used in telephony and unified communication platforms.
• Experience with AI and the use of LLMs