Job DescriptionOverview
The Strategic Customer Engagement Director is a senior individual contributor role within Verint's Customer Success organization, dedicated to our most strategic enterprise accounts. This role serves as an executive-level advisor across a defined portfolio, partnering closely with assigned CSMs, Sales, and cross-functional stakeholders to protect and grow these relationships.
The Engagement Director brings deep enterprise expertise, executive presence, and a command of Verint's CX Automation portfolio to drive measurable business outcomes, accelerate adoption, and ensure long-term retention. This is a high-touch engagement model designed to deepen executive relationships, surface and advance strategic expansion opportunities, and ensure Verint's most valuable customers realize the full potential of their investment.
Principal Duties and Essential Responsibilities
- Serve as the senior point of contact for a portfolio of strategic accounts, building trusted partnerships with C-suite and VP-level stakeholders
- Develop and execute multi-year Joint Success Plans aligned to each customer's strategic objectives, tracking measurable business outcomes and ensuring consistent value realization
- Act as a trusted advisor, leveraging deep knowledge of Verint's CX Automation platform and industry best practices to guide customers toward optimized and differentiated outcomes
- Partner with assigned CSMs, AEs, and account teams to provide executive-level engagement continuity, amplifying the existing coverage model
- Define and drive executive service alignment strategies, creating internal advocacy and external momentum to ensure delivery against each customer's stated priorities
- Facilitate regular executive strategy sessions and account scorecard reviews across Product, Services, Support, and Account Management to assess and improve the health of each strategic partnership
- Identify and qualify expansion opportunities, including new product lines, use case extensions, and platform consolidation plays, collaborating with Sales to advance pipeline and drive ARR growth
- Lead executive business reviews (EBRs), preparing and delivering board-ready presentations that connect Verint outcomes to each customer's strategic priorities
- Proactively identify and mitigate retention risk, developing escalation resolution plans and coordinating across internal teams to resolve complex issues with urgency
- Monitor account health across KPIs including renewal readiness, product adoption, NPS/CSAT, and executive engagement, providing actionable insights to CS leadership
- Partner with internal stakeholders across Sales, Support, Services, Product, and R&D to orchestrate the full resources of Verint on behalf of strategic accounts
- Represent the voice of the customer internally, advocating for product roadmap influence, early access programs, and white-glove service commitments appropriate to the strategic accounts tier
- Drive customer reference-ability and executive loyalty, identifying and cultivating referenceable relationships and participation in advisory boards, case studies, and industry events
- Contribute to the development of strategic accounts program standards, playbooks, and engagement models in partnership with CS leadership
Minimum Requirements
- Bachelor's degree in a relevant field or equivalent professional experience
- 10+ years of experience in enterprise Customer Success, strategic account management, or a related customer-facing discipline, with a minimum of 3 years in a senior level role
- Demonstrated track record managing and growing complex, high-value enterprise accounts with senior executive stakeholders, including experience with large global organizations
- Deep understanding of enterprise SaaS business models, value realization frameworks, and renewal/expansion mechanics
- Strong executive presence with the ability to credibly engage and influence C-suite stakeholders
- Ability to translate complex platform capabilities into clear, compelling business outcomes for both technical and non-technical audiences
- Proven ability to operate as an overlay or matrixed resource, influencing outcomes without direct authority over account teams
- Excellent written, verbal, and presentation skills, including experience preparing and delivering executive business reviews
- Comfort with data and analytics tools to monitor account health, track KPIs, and prepare executive-level reporting
- Proficiency with CRM and CS platforms (Salesforce, Gainsight, or equivalent)
- Willingness and ability to travel up to 30%, including to strategic customer sites, with occasional short-notice requirements
- 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
- The ability to obtain the necessary credit line required to travel
Preferred Requirements
- Experience in the CX Automation, CCaaS, WFM, or workforce engagement management space
- Familiarity with AI-powered customer engagement platforms, including experience articulating AI-driven value propositions to enterprise buyers
- Experience with Verint software in an implementation, support, or account management capacity
- Contact center operations or workforce management experience
- Experience contributing to or building formal customer success programs, tiered engagement models, or executive customer programs
- Project management experience or PMP certification
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