Внимание! Вакансии нет на российских job ресурсах.
The customer engagement company Verint is seeking an experienced Customer Service Director to power up the team.
About the job:
The Customer Service of Growth Markets is to lead the Growth Markets services team and drive revenue and customer success. He/she has to manage partner relationship and drive enablement and control over partner managed deployments and also manage services and support team to provide end to end support for customers and partners in Growth Markets. The manager is responsible for maximizing services revenue by ensuring that all “at-risk” projects are identified to Services management. An important part of the role is to manage key accounts support strategy (mainly in Russia) and to represent Verint in high level discussons and in escalations.
Responsibilities:
People and Relationship Management
Manage and lead a team of 14 on-site, remote, shared service and partner support team to execute Support, Service delivery, and Project Management.
Ensure Groth Market team is continuously responsive to changing requirements in solutions offering and building Term based, ASP, and Cloud readiness team.
Work with sales and marketing team closely to maximize our sales strategy.
Act as playing manager; he/she not only manage people but also execute below activities with the team member. Maintain excellent working relations with key Customers and Partners.
Responsible for Customer Satisfaction in GM and upselling services
Ensure customer loyalty
Create the best sales scenario in each application and customer success which can be template for our business partner.
Evaluate new solution and prepare demo environment.
Aid in solution sales and qualifying cloud-based opportunities
Manage the process and P&L for Professional Services Team
Improve delivery service in qulity and and quantity which make our partner will place order repeatedly.
With understanding of uniqueness of GM culture. He/she has to follow Global and APAC strategy of all services. Consequently discussion with head of technology APAC to make sure that GM strategy is in line with APAC.
Launch managed service with partners in the whole region.
Act in accordance with the Information Security Policy and Information Management Policy and Privacy Policy
Requirements:
High demonstrated skills with the following languages: Russian (a must), English and Hebrew
Degree or equivalent in Information Technology
5-10 years experience in Support, Service delivery & IT Operations in IT industry, with 3+ years of experience as supervisoy role. Previouse R&D experience an advantage.
A true leader, manager, team player.
Sound knowledge and experience in Customer Engagement, including Workforce Optimization Solutions, Workforce Management Solutions, Speech Analystcs Solutions, Big Data Actionable Solutions.
PMP and ITIL holder – a plus
Stong people management skills under GM context
Proven experience in IT Operation Management and Enterprise Architechture & Product Management
Excellent planning skills with ability to prioritize and manage own workload on a number of simultaneous items
Experience of working with financial data and budgets
Advanced analytical skills with the ability to spot key trends in data and automatically drill into the detail to establish root cause.
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