Program Manager

Program Manager

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities.

Overview of Job Function :

As a key member of Professional Services, the role of the Program Manager is to serve as a customer advocate and is responsible for managing a diverse portfolio of strategic or enterprise programs requiring the implementation and enablement of Verint technology solutions across all product lines. These programs are managed within an established budget, defined scope and forecasted timeline, to consistently achieve program margin and other financial targets and maintain a high level of customer satisfaction throughout the program life cycle. Additionally, the Program Manager is responsible for building and maintaining ongoing internal and customer relationships, while developing and earning the trust of all program stakeholders. The Program Manager has an advanced understanding of the Verint product suite, of the delivery process, and can manage complex engagements with a broad range of internal and customer stakeholders, potentially including third-party providers and other vendors.

Principal Duties and Essential Responsibilities :

Manages complex program-level engagements and implementations.

Responsible for program objectives, defined scope and achieving the conditions of success that serve as major program milestones and requires interim or final customer sign-off for approval.

Participates in Sales-to-Services mobilization activities and / or reviews all pre-Sales documents and informs Sales and Contracts of potential technical, logistical, project scheduling or business issues, and liaisons with internal departments to ensure necessary program needs and goals are being met.

Reviews Pre-Sales and Sales documentation to ensure the overall Professional Services effort and deliverables are accurately scoped and defined.

At the conclusion of each critical program, creates a program summary outlining both strengths and shortcomings of the program management process and perceived customer experience.

Leads a program team, including customer stakeholders and other potential third-party resources through either a traditional or agile program lifecycle. Trains, mentors and guides program teammates to drive successful outcomes.

Interacts regularly with the PMO Director, keeping them informed of program progress and seeking guidance where needed to ensure overall program success and customer satisfaction.

Completes standard and ad hoc status reporting requirements.

Effectively coordinates the allocation of program resources with the functional managers and other Project Managers in order to maintain program deployment schedules.

Accountable for adhering to the escalation process for installation issue resolution and managing the final "go / no-go" decision for installation deployment.

Develops and monitors the program schedule and defined milestones to accurately know the percent complete based on hours consumed and impact to revenue recognition.

Updates and regularly maintains the program budget forecast and ensures timesheet adherence for timely financial reporting.

Creates, gathers approval and executes Change Orders as required.

Establishes and maintains client-focused professional relationships with all customer and business executives to facilitate transparent, honest and timely communication.

Stays attuned to changes in the customer's business and technology environment, as well as organization and culture that could adversely affect the efforts of Verint Systems, Inc.

Attends required product and services training and related demonstrations to acquire a fundamental understanding of Verint's product suite and business advisory services.

Engages in special programs as assigned by PMO leadership.

Minimum Requirements :

Bachelor's degree in a related field or equivalent work experience

6+ years of experience in technical program or project management, process improvement, management consulting, and / or customer relationship management.

Demonstrated experience in leading enterprise scale software deployments of $250K or greater.

Past demonstrated experience in managing projects or programs in a complex environment.

Experience leading complex implementations that require strong integration across lifecycle components using critical thinking, problem solving.

Program financial management experience; inclusive of developing and maintaining program level budgeting and forecasting.

Ability to effectively lead a cross-functional team without direct reporting responsibility in a manner that achieves desired business results.

Effectively demonstrates a leadership presence when dealing with senior leaders; can remain composed, focused and productive when confronted with escalated issues or unanticipated change.

Must possess Executive level communication skills, determining their purpose, impact, and appropriate timing without coaching. Must be able to effectively communicate with Executive Level Clients; this includes setting client expectations, the ability to deliver sub-optimal updates, and deftly deal with escalations.

Experience in project lifecycle activities and tasks.

Consulting experience translating model and business process knowledge to clients.

Ability to manage and conduct resource requirements analysis.

Up to 15% travel required.

Software specific working knowledge required of the following : SmartSheet, Microsoft Office Suite, Salesforce, and FinancialForce.

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.

Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.