Verint Client Delivery Experience Director 

United States, Oregon 

750390526

Principal Duties and Essential Responsibilities:

• Take ownership of escalations, acting as the primary senior point of contact for critical project challenges and working swiftly to drive resolution while maintaining customer trust.
• Develop and implement the vision, strategy and governance framework for the PMO to enhance project delivery and operational efficiency.
• Establish and execute project management delivery methodologies, standards, and best practices across all professional services engagements to ensure consistent, high quality business solutions that exceed customer expectations.
• Oversee the execution of complex, high-value projects and programs, ensuring they are delivered on time, within scope and within budget.
• Lead on-site Monthly Business Reviews (MBRs) with critical customers, providing in-depth insights into project performance, risks, and strategic recommendations.
• Serve as a strategic advisor to internal and external stakeholders, ensuring alignment between project execution and business objectives.
• Drive stakeholder engagement by producing monthly executive dashboards summarizing the state of critical projects and accounts.
• Act as a senior escalation point for critical project issues, ensuring swift resolution and stakeholder satisfaction.
• Build and maintain strong relationships with key customers, ensuring a proactive approach to issue management and customer success.
• Drive continuous improvement initiatives by developing strategic plans to enhance processes, team efficiency, and overall project outcomes.
• Implement project tracking systems to automate real-time reporting on critical projects and escalations.
• Integrate BI tools and data analytics to enhance decision-making and optimize resource planning.
• Work effectively within a matrixed environment to align priorities, solve complex problems, and achieve key business objectives.

Minimum Requirements:

• Bachelor’s degree or equivalent work experience required
• 10+ years’ experience working in a software/systems integrator/technology-related or Services field.
• Strong demonstrated experience leading global enterprise deployments with 5K+ seats
• Extensive experience leading project portfolios with Fortune 100 companies.
• Proven success in partnering with global teams with hybrid onshore/offshore resourcing
• Strong business acumen with a consulting mindset and ability to align project execution with strategic goals.
• Demonstrated ability to take full ownership of project escalations, working effectively to resolve issues and maintain stakeholder confidence.
• Exceptional interpersonal, oral, and written communication skills to engage both technical and business audiences.
• Strong relationship-building skills with the ability to influence and collaborate at all levels, including C-suite executives.
• Exceptional team management, technical and customer-facing skills
• Strong understanding of developing performance goals and performance metrics to measure strategy and objective success
• Ability to work effectively across organizational, functional, and geographic boundaries to solve problems, share information, and drive results.
• 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:

• Master’s Degree in Business Administration
• Active PMP or PMI equivalent certification
• Background in SaaS / CCaaS / CX / Enterprise Platform Software
• Experience delivering and managing customer engagement solutions for large enterprises