Verint Systems, Inc. Implementation Specialist in Wilmington, North Carolina

Implementation Specialist

Location US-NC-Wilmington

Job ID 12694

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Overview of Job Function:

Own the success of assigned customer deployments for new and existing customers. Consult with Sales and Customers pre- and post-sale to understand business needs, scope projects, explain technical capabilities and provide best practices relevant to the project. Work with customers to establish a launch plan that aligns with their VoC needs and helps them capture the most value from their OpinionLab engagement; coordinate efforts and communicate status of deployment activities internally and with the customer, throughout the customer lifecycle to ensure successful and rapid launches that leave customers delighted. This position will be located in Wilmington NC.

Principal Duties and Essential Responsibilities:

Project Management

  • Plan for and drive successful delivery across the customer and internal organizations for multiple concurrent client project launches ranging from 1 week to 6 months from project inception through customer acceptance.

  • Follow standard project management methodology and tracking.

  • Gather and document technical requirements and decisions; create, maintain, and communicate customer facing project plans; provide continual updates and status reports to customer and internal stakeholders.

  • Ensure efficient delivery.

  • Escalate any potential roadblocks to successful deployment to customer and internal stakeholders.

  • Escalate requests for scope changes to Customer Success Manager.

  • Submit requests to other Customer Ops teams as appropriate, ensure their deliverables match requests, and deliver same to customer.

  • Schedule customer trainings.

  • Guide customers through their testing and troubleshooting process.

  • Secure customer acceptance post-launch and document details of deployment for handoff to other Customer Ops teams.

  • Assist with troubleshooting any technical issues related to deployment prior to launch.

Client Services

  • Act as primary customer interface for implementations for both new and existing assigned projects.

  • Consult with customer to determine project goals, resources and timelines.

  • Consult with customer regarding and encourage use of established best practices in the development of project strategies that meet their VoC objectives and deliver the best value possible.

  • Set appropriate expectations.

  • Advise clients regarding deployment costs.

  • Explain the technical details of our solutions and integrations to both business and technical customer teams.

  • Provide off hours support for customer implementations as needed for launches.

  • Collaborate with Customer Success team to ensure a high level of customer satisfaction and communicate opportunities to position other service offerings.

Process Improvement

  • Contribute to continual product and process improvement and documentation measures.

Project Documentation

  • Track time and project status

  • Document and maintain all relevant customer and project notes in Salesforce.

  • Submit documentation of launch and customer acceptance to Finance.

Success will be measured by:

  • Quality of implementation in accordance with OpinionLab best practices.

  • Time to launch.

  • Customer feedback.

Minimum Requirements:

  • Bachelor’s degree in business or equivalent

  • Excellent and professional communication and presentation skills.

  • Able to confidently and effectively communicate with business and technical contacts.

  • Excellent organizational skills and ability to track multiple concurrent projects in detail.

  • Proficient in MS Office.

  • Familiarity with Web Analytics tools such as Adobe, Google, Tealeaf etc.

  • 3+ years in client facing position.

  • Able to travel domestically up to 5%.

  • Familiarity with JavaScript.

  • Familiarity with client-side technologies: HTML, CSS, Libraries.

  • Familiarity with Document Object Model (DOM).

  • Familiarity with HTTP requests.

  • Familiarity with mobile/tablet applications.

  • This position requires travel 50% of the time.

  • Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations

Preferred Requirements:

  • Bachelor's degree. MBA or MA preferred.

  • Project Management certification

As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. 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.