Specialist, Service Design

Specialist, Service Design

Verint Systems, Inc. | Saint Paul, MN, 55145, US
Salary Range:$75,000 – $90,000 Salary range estimated by Zippia

Posted 12 days ago

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Description

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. 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 www.verint.com

Overview of Job Function:

The Service Design Specialist (SDS) will be responsible for demand driven customer pricing requests. The SDS will engage directly with customers in order 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 Professional Services Director (PSD) 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 Professional Services Directors (PSD), 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 PSD's to recommend and upsell additional services offerings which would help the customer receive the greatest benefit and ROI of 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 PSD 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 of existing and new products and solutions

Minimum Requirements:

+ Bachelor's Degree or the equivalent experience

+ Five (5) 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 maintain professionalism at all times

+ 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 Excellent decision making and problem solving skills

+ Ability to travel up to 30% of the time

+ 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:

+ Three (3) years direct selling experience with demonstrated ability to exceed assign sales quotas

+ Prior experience with pricing software and service implementations, strongly preferred

+ Prior experience working with Oracle

+ Working knowledge of Verint product suite, highly desirable

+ Prior system implementation of call center products

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At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations discover opportunities previously only scarcely imagined by connecting work, data, and experiences enterprise wide. 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 www.verint.com.