Customer Success Manager

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Calabrio, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

Enterprise • SaaS • Artificial Intelligence

Calabrio, Inc. is a provider of workforce engagement management (WEM) solutions, offering a fully integrated cloud-based suite known as Calabrio ONE. The company focuses on optimizing contact centers by combining tools for workforce management, quality management, call recording, analytics, and AI-driven insights to boost performance and customer engagement. Calabrio ONE is designed to empower agents through automated scheduling and forecasting while enhancing customer experiences with personalized coaching and performance insights. The platform is used across a variety of industries, helping to build brand trust and improve business intelligence with its AI-fueled analytics solutions.

📋 Description

• Manage some of the largest banking accounts in North America • Serve as the primary customer and company advocate • Engage senior leadership and stakeholders at all organizational levels • Ensure customers receive ongoing value from Verint’s branch workforce and customer engagement solutions • Focus on goal alignment, program management, success metrics, and account growth • Coordinate with Sales, Professional Services, Support, and other Verint teams • Maintain and mature customer relationships through measurement, review, reporting, and communication • Conduct ongoing customer status and program reviews • Engage executive-level stakeholders including Heads of Branch Banking and Branch Operations and Regional Executives • Manage an assigned customer book of business and meet renewal targets • Identify and support upsell activity • Establish strategic relationships aligned with customer goals • Coordinate senior-management resources across both organizations • Lead joint planning processes and develop mutual performance objectives • Assess, clarify, and validate customer needs • Provide strategic solution support for new customer programs • Track and report the financial health and organizational impact of implemented solutions • Ensure appropriate resources are applied to exceed customer expectations and support strategic goals • Produce regular management reports on account activity • Communicate Verint’s contribution to key account contacts

🎯 Requirements

• Bachelor’s degree in business, engineering, computer science or IT or equivalent experience • Minimum of 5 years of experience in a customer-facing role focused on Customer Success • Superior customer service and interpersonal skills • Strong positioning and negotiation skills • Excellent verbal and written English communication skills • Ability to act independently in customer-facing situations using judgment, tact, and discretion • Sound business judgment and ability to take decisive action • Ability to meet deadlines and complete assigned relationship activities • Ability to establish and maintain effective working relationships with co-workers, customers, prospective customers, and vendors • Strong sense of urgency • Proven ability to drive continuous product value and help customers succeed • Detail-oriented and strategic thinker • Ability to handle customer service issues and conflict situations • Strong team player and self-starter able to operate independently • Ability to juggle multiple, varied tasks • Experience managing customers of various sizes and adapting management approach • Successful completion of background checks, including employment, education, criminal convictions, OFAC, SS verification, and credit checks where available and legally applicable • Ability to travel for on-site customer meetings at least quarterly or ad hoc according to customer needs • Ability to obtain the necessary credit line required to travel • Preferred: Knowledge of current trends and practices in retail banking • Preferred: Prior experience closing renewals and/or professional services opportunities

🏖️ Benefits

• Global team recognized for their passion and innovation • Innovative product culture and project exposure • Training and development from industry-leading experts • 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 • Comprehensive benefits for various life circumstances and needs • Opportunities for career development • Balanced work-life • Reasonable accommodation in the application process for eligible applicants with disabilities