Director, Services

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 ~~~ .

Overview of Job Function:

The Director, Services ("Director") is responsible for supporting the delivery of services and ensuring the development of new client work for clients within an assigned geographic territory/segment. The over-arching goal of the Director is to drive profitable growth, maintain customer relationships and to ensure high quality implementations - with achievement of targeted financial metrics, and referenceable customers upon project completion. The Director will be responsible for selling and managing company determined annual sales and revenue from the projects in their assigned territory/segment.

As the leader of an assigned team of Project/Program Managers, the Director will have responsibility for the recruitment, enablement, coaching, performance management, and ongoing development of each team member.

The Director must have a solid mix of sales, client relationship, management, consultative, and technical skill, coupled with strong leadership abilities. They must be extremely adept in successfully balancing a complex and large set of tasks, as project loads and resultant issues will be high, requiring decisive action and exceptional organizational skills. Strong interpersonal and communication skills are a must, as the Director must build and nurture effective relationships and partnerships with other internal leaders and individual contributors, as well as with executive levels of our customer organizations. The Director needs to work collaboratively with the sales team in their assigned territory/segment, identifying and closing services opportunities, and helping to ensure that both services and license quotas are met.

Principal Duties and Essential Responsibilities:

• Developing and leading a practice, engagement teams, and cultivating executive level client relationships.

• Responsible for On Time-On Budget project delivery, Process Adherence and CSAT for all projects in assigned portfolio.

• Being accountable for multiple and complex work assignments, project budgets, delivering within timeframes, and short/long term resource planning.

• Designing and developing very high quality and distinctive business solutions.

• Evaluating customer's business needs, thus contributing to strategic planning of information systems facilities and software directions.

• Preparing of major strategic proposals.

• Instrumental in bringing projects experience difficulties to a successful conclusion.

• Performing rigorous analysis to identify potential value creating opportunities, developing cohesive conclusions, and presenting key findings at the executive level.

• Possessing specialist knowledge/leading expert/authority in and across industry segments.

• Develop new consulting techniques and methods. Demonstrated ability to work with all levels of leadership to create strategies, tools & solutions for Verint's service offerings.

• Responsible to sell and manage delivery of services revenue on a quarterly and annual basis.

• Produce accurate and timely quarterly revenue forecasts with a variance of <5%.

• Partner with the product sales leadership and grow the services business through strong new and existing customer relationships and references in the region/customer segment.

• Interface with Verint Product Management, Product Engineering, and Cloud leadership to ensure successful deployment of the software solution as well as to provide feedback on solutions deployed in the region/segment.

• Ensure adherence to budget and implementation methodology and make sure the team is deploying solutions according the established guidelines and standards.

• Manage the performance of projects as well as being accountable to meeting outlined objectives of revenue, on time on budget, customer satisfaction and process excellence.

Minimum Requirements:

• Bachelors degree in a related field or equivalent experience.

• 12+ years' experience working in a software/systems integrator/technology-related or Services field.

• Superior customer relationship skills.

• A proven track record of attaining and exceeding assigned services revenue quotas.

• A proven track record of developing and maintaining required practice management standards and processes.

• A proven track record of driving successful project outcomes and reference ability, particularly with large/complex customers.

• Excellent communication and presentation skills, with ability to deliver effective presentations to senior executives - both internally and to customers.

• Software systems implementation experience.

• Ability to travel up to 20% of the time

• 8+ years of experience leading people, including coaching, development/training, performance management and compensation planning.

• 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:

• Contact Center knowledge/expertise.

• 5 + years working at a top tier consulting firm.

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MIN: $130K

MAX: $150K

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.

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