Specialist, Service Design

Job Description

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 the 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. Learn more at ;br>
Overview of Job Function:

The Services Design Specialist (SDS) will be responsible for demand driven customer pricing requests. The SDS will engage directly with customers to understand the business, technical, enablement, and consulting needs of the customer. From that, the SDS will work directly with the professional services team and the pre-sales team to ensure that Verint services are accurately scoped and priced to ensure a successful solution deployment for the customer and a profitable services engagement for Verint.

The SDS will produce and provide quotes (indicative, budgetary, final) and all appropriate backup documentation to support service engagement pricing to the professional services team as well as our customers. The SDS will also create the Statements of Work (SOW's) and work with the Services Director (SD) and Sales team as required to review and deliver the final order document to the customer.

Principal Duties and Essential Responsibilities:

• Qualify, scope and develop custom and standard service pricing to the assigned sales region based on customer requirements. The SDS will work with the Services Directors (SD), the Sales Team, and services Subject Matter Experts (SME) as necessary to ensure services are scoped properly and that pricing is accurately captured.
• Understand and capture the solution and then accurately document the deliverables. This will be done by working directly with the customer via phone, email or during onsite meetings.
• Work with sales Account Executives (AE's) and SD's to recommend and upsell additional services offerings which would help the customer receive the greatest benefit and Roi from our solutions. This effort also positively impacts the bookings and revenue potential for Services.
• Develop and deliver indicative, budgetary and final quotes using appropriate in-house methodology and tools.
• Work closely with SD and Account Executives (AE's) to identify services solutions and develop value propositions, so that customers can understand the value of the services being presented as part of the quote.
• Partner with the Project Management Organization (PMO) on a quarterly basis to update and add new service lines items as required. Make recommendations to any pricing changes required or add new as required.
• Work to ensure that the SOW templates are up to date and make recommendations for any changes or new requirements.
• Work with Services team to ensure the Pricebook is up to date and make recommendations for any changes or new requirements.
• Develop and deliver high level estimated project timelines.
• Participate in ongoing training for existing and new products and solutions.

Minimum Requirements:

• Bachelor's Degree or the equivalent experience.
• Eight (8) years' experience implementing software or technology systems industry.
• Product and application knowledge with implementation delivery knowledge.
• Customer interface skills. Ability to communicate with customers in a professional manner and the ability to prepare and present custom services via professionally authored proposals.
• Prior technical writing experience with the ability to capture and develop relevant SOW details.
• Proficient in Excel, Word, Visio and Oracle ERP.
• Ability to capture service pricing in current tools that flow to the service organization.
• Prior experience managing multiple projects.
• Proven ability to capture business requirements and accurately price solutions
• Working knowledge of a CRM software solution (SalesForce preferred).
• Excellent communication and presentation skills with the ability to always maintain professionalism.
• Clear understanding of a service solution with the ability to articulate the business value of the proposal and how and why the solution was priced out in a particular manner.
• Excellent decision making and problem-solving skills.
• Ability to travel up to 30% of the time.

Preferred Requirements:

• Three (3) years direct selling experience with demonstrated ability to exceed assigned sales quotas.
• Prior experience with pricing software and service implementations, strongly preferred.
• Prior experience working with Oracle.
• Working knowledge of Verint product suite and a strong telephony background, highly desirable.
• Prior implementation experience of call center products and CCaaS Solutions.

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More Information

Verint Systems Inc. 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 one's race (including but not limited to natural hair, hair texture, hair type and protective hairstyles), color, religion, national origin, or sex, pregnancy (including childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), sex stereotyping, (including assumptions about a person's behavior or appearance, gender roles, gender identity, gender expression including gender dysphoria, or transgender status), disability, alienage or citizenship or immigration status, marital status, creed, genetic information, predisposition or carrier status, sexual orientation, military or Veteran status, political affiliation, familial status, caregiver status, status as a victim of domestic violence, unemployment status, natural hairstyles, sexual and other reproductive health decision-making, or any other classification or characteristic protected by applicable federal, state or local laws (collectively, "Protected Characteristics"), will not be tolerated. 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.

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