Partner and Customer Success Manager

Table of Contents

Project Management

Authored bilingual (English/French) delivery support for “Tech Pack,” a minimalist SaaS product range, reducing costs by up to 35% using a gate-system approach.
Defined the RACI model for Partner Account Manager (PAM) and Customer Success Manager (CSM) teams, automating handovers and onboarding processes.
Collaborated with team managers to design a communication plan, reducing escalation volume and resolution time for SaaS-related issues.
Revamped critical decision-making tools for PAMs, cutting task time from 8 hours to 20 minutes.
Created and automated a simplified EMEA Partner Enablement Training list, standardizing curriculum delivery.
Presented benefits of initiatives to internal stakeholders and partners, enhancing adoption.

Collaborated with sales to execute the EMEA partner strategy, enhancing reporting with refreshed tools.
Increased partner touchpoints sixfold, boosting company revenue through reassurance and engagement.
Developed individualized partner plans focusing on accreditation, sustainability, and accountability.
Conducted regular audits (monthly to annually) of service and support relationships, aligning partner and Verint capabilities with tier standards.
Ensured partners maintained competence to deploy and support systems, balancing self-sufficiency with revenue opportunities for Verint Services.
Participated in debt collection, keeping outstanding debts under 60 days.
Identified additional revenue streams, held quarterly reviews, and delivered annual on-site partner presentations.
Maintained transparent partner contracts, aligning discounts with capability levels.

Ensured partners understood Verint’s training process, distinguishing online and classroom options.
Gathered feedback to refine training with Verint’s training team.
Promoted Partner Extranet usage, reducing reliance on the Verint Helpdesk by reviewing self-resolution opportunities with partners.

Enhanced partner understanding of the Verint WFE product suite, pricing, and support value proposition.
Designed and explained Partner Agreements and Technical Guides, consolidating documentation from company-wide sources.

Served as the escalation point for partners, proactively managing issues and elevating concerns to senior management promptly.

Delivered exemplary customer service as a trusted advisor, advocating for customers during escalations, upgrades, and engagements.
Expanded Verint’s influence in accounts by identifying key contacts, managing onboarding, status meetings, QBRs, and growth strategies.
Promoted customer success stories through case studies, references, and programs like CAB, Engage, and Elevate.
Strengthened relationships during project delivery via Steering Group meetings and key activities, improving communication across all levels.

Conducted regular Service Review Meetings per Customer Engagement Plans.
Designed and presented Quarterly/Annual Reviews, aligning account plans with customer objectives and documenting key actions.
Acted as an escalation point, enhancing partnerships by addressing complaints and queries.

Identified and progressed new sales opportunities through to contract completion, managing relationships throughout the sales cycle.
Provided accurate sales forecasts for renewals and expansions to management.
Developed and monitored Voice of the Customer/Employee plans, measuring their success.

Built strong relationships with the EMEA team and global counterparts, ensuring alignment on EMEA partner support requirements.