{"id":3394,"date":"2025-02-21T23:42:45","date_gmt":"2025-02-21T23:42:45","guid":{"rendered":"https:\/\/mitellus.fr\/?page_id=3394"},"modified":"2025-02-21T23:42:47","modified_gmt":"2025-02-21T23:42:47","slug":"partner-and-customer-success-manager","status":"publish","type":"page","link":"https:\/\/mitellus.fr\/?page_id=3394","title":{"rendered":"Partner and Customer Success Manager"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title ez-toc-toggle\" style=\"cursor:pointer\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><ul class='ez-toc-list-level-4' ><li class='ez-toc-heading-level-4'><ul class='ez-toc-list-level-4' ><li class='ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/mitellus.fr\/?page_id=3394\/#Mars_2021_%E2%80%93_February_2025\" >Mars 2021 &#8211;  February 2025<\/a><\/li><\/ul><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/mitellus.fr\/?page_id=3394\/#Project_Management\" >Project Management<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/mitellus.fr\/?page_id=3394\/#Partner_Account_Management\" >Partner Account Management<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/mitellus.fr\/?page_id=3394\/#Partner_Accreditation_and_Training\" >Partner Accreditation and Training<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/mitellus.fr\/?page_id=3394\/#Partner_Knowledge_Expertise\" >Partner Knowledge &amp; Expertise<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/mitellus.fr\/?page_id=3394\/#Partner_Escalation_Management\" >Partner Escalation Management<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/mitellus.fr\/?page_id=3394\/#Customer_Success_Management\" >Customer Success Management<\/a><ul class='ez-toc-list-level-4' ><li class='ez-toc-heading-level-4'><ul class='ez-toc-list-level-4' ><li class='ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/mitellus.fr\/?page_id=3394\/#Indirect_and_Direct_SaaS_Customers\" >(Indirect and Direct SaaS Customers)<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/mitellus.fr\/?page_id=3394\/#Relationship_Management\" >Relationship Management<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/mitellus.fr\/?page_id=3394\/#Services_Management\" >Services Management<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/mitellus.fr\/?page_id=3394\/#Opportunities_Management\" >Opportunities Management<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/mitellus.fr\/?page_id=3394\/#Internal_Relationships\" >Internal Relationships<\/a><\/li><\/ul><\/nav><\/div>\n\n<h4 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Mars_2021_%E2%80%93_February_2025\"><\/span>Mars 2021 &#8211;  February 2025<span class=\"ez-toc-section-end\"><\/span><\/h4>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Project_Management\"><\/span>Project Management<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Authored bilingual (English\/French) delivery support for &#8220;Tech Pack,&#8221; a minimalist SaaS product range, reducing costs by up to 35% using a gate-system approach.<\/li>\n\n\n\n<li>Defined the RACI model for Partner Account Manager (PAM) and Customer Success Manager (CSM) teams, automating handovers and onboarding processes.<\/li>\n\n\n\n<li>Collaborated with team managers to design a communication plan, reducing escalation volume and resolution time for SaaS-related issues.<\/li>\n\n\n\n<li>Revamped critical decision-making tools for PAMs, cutting task time from 8 hours to 20 minutes.<\/li>\n\n\n\n<li>Created and automated a simplified EMEA Partner Enablement Training list, standardizing curriculum delivery.<\/li>\n\n\n\n<li>Presented benefits of initiatives to internal stakeholders and partners, enhancing adoption.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Partner_Account_Management\"><\/span>Partner Account Management<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Collaborated with sales to execute the EMEA partner strategy, enhancing reporting with refreshed tools.<\/li>\n\n\n\n<li>Increased partner touchpoints sixfold, boosting company revenue through reassurance and engagement.<\/li>\n\n\n\n<li>Developed individualized partner plans focusing on accreditation, sustainability, and accountability.<\/li>\n\n\n\n<li>Conducted regular audits (monthly to annually) of service and support relationships, aligning partner and Verint capabilities with tier standards.<\/li>\n\n\n\n<li>Ensured partners maintained competence to deploy and support systems, balancing self-sufficiency with revenue opportunities for Verint Services.<\/li>\n\n\n\n<li>Participated in debt collection, keeping outstanding debts under 60 days.<\/li>\n\n\n\n<li>Identified additional revenue streams, held quarterly reviews, and delivered annual on-site partner presentations.<\/li>\n\n\n\n<li>Maintained transparent partner contracts, aligning discounts with capability levels.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Partner_Accreditation_and_Training\"><\/span>Partner Accreditation and Training<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ensured partners understood Verint\u2019s training process, distinguishing online and classroom options.<\/li>\n\n\n\n<li>Gathered feedback to refine training with Verint\u2019s training team.<\/li>\n\n\n\n<li>Promoted Partner Extranet usage, reducing reliance on the Verint Helpdesk by reviewing self-resolution opportunities with partners.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Partner_Knowledge_Expertise\"><\/span>Partner Knowledge &amp; Expertise<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Enhanced partner understanding of the Verint WFE product suite, pricing, and support value proposition.<\/li>\n\n\n\n<li>Designed and explained Partner Agreements and Technical Guides, consolidating documentation from company-wide sources.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Partner_Escalation_Management\"><\/span>Partner Escalation Management<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Served as the escalation point for partners, proactively managing issues and elevating concerns to senior management promptly.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Customer_Success_Management\"><\/span>Customer Success Management <span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h4 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Indirect_and_Direct_SaaS_Customers\"><\/span>(Indirect and Direct SaaS Customers)<span class=\"ez-toc-section-end\"><\/span><\/h4>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Relationship_Management\"><\/span><strong>Relationship Management<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Delivered exemplary customer service as a trusted advisor, advocating for customers during escalations, upgrades, and engagements.<\/li>\n\n\n\n<li>Expanded Verint\u2019s influence in accounts by identifying key contacts, managing onboarding, status meetings, QBRs, and growth strategies.<\/li>\n\n\n\n<li>Promoted customer success stories through case studies, references, and programs like CAB, Engage, and Elevate.<\/li>\n\n\n\n<li>Strengthened relationships during project delivery via Steering Group meetings and key activities, improving communication across all levels.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Services_Management\"><\/span><strong>Services Management<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Conducted regular Service Review Meetings per Customer Engagement Plans.<\/li>\n\n\n\n<li>Designed and presented Quarterly\/Annual Reviews, aligning account plans with customer objectives and documenting key actions.<\/li>\n\n\n\n<li>Acted as an escalation point, enhancing partnerships by addressing complaints and queries.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Opportunities_Management\"><\/span><strong>Opportunities Management<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Identified and progressed new sales opportunities through to contract completion, managing relationships throughout the sales cycle.<\/li>\n\n\n\n<li>Provided accurate sales forecasts for renewals and expansions to management.<\/li>\n\n\n\n<li>Developed and monitored Voice of the Customer\/Employee plans, measuring their success.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Internal_Relationships\"><\/span>Internal Relationships<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Built strong relationships with the EMEA team and global counterparts, ensuring alignment on EMEA partner support requirements.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Mars 2021 &#8211; February 2025 Project Management Partner Account Management Partner Accreditation and Training Partner Knowledge &amp; Expertise Partner Escalation Management Customer Success Management (Indirect and Direct SaaS Customers) Relationship Management Services Management Opportunities Management Internal Relationships<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":2,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-3394","page","type-page","status-publish","hentry"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/mitellus.fr\/index.php?rest_route=\/wp\/v2\/pages\/3394","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mitellus.fr\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/mitellus.fr\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/mitellus.fr\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/mitellus.fr\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3394"}],"version-history":[{"count":1,"href":"https:\/\/mitellus.fr\/index.php?rest_route=\/wp\/v2\/pages\/3394\/revisions"}],"predecessor-version":[{"id":3395,"href":"https:\/\/mitellus.fr\/index.php?rest_route=\/wp\/v2\/pages\/3394\/revisions\/3395"}],"up":[{"embeddable":true,"href":"https:\/\/mitellus.fr\/index.php?rest_route=\/wp\/v2\/pages\/2"}],"wp:attachment":[{"href":"https:\/\/mitellus.fr\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3394"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}