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 require 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 of 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 defines milestones to accurately know the percentage 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 customers 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.
