Overview of Job Function: 

The Associate Service Delivery Manager (ASDM) will primarily be responsible for assisting the Service Delivery Managers and partnering with a team of Technical Engineers working on Verint's product suite and delivering Technical and Application Managed Services to the Global Customer Base. The ASDM will also contribute to the day-to-day support of WFO applications, specifically call recording, for an assigned customer base.

Principal Duties and Essential Responsibilities: 

• Partnering with the Managed Services resources (typically 3 to 5 people) to ensure that all KPIs for the team and account are being met.
• Manage incidents to ensure all incidents are resolved in a timely manner, with appropriate actions to mitigate business/customer impacts.
• Drive Customer Success with the Managed Services Programs and Verint Solutions.
• Work closely with off-shore Command Center, Customer Support, Professional Services, Cloud operations and Account Executive to ensure Account needs are covered and addressed on timely basis.
• Primary point of contact and escalation for the account to address Customer issues relative to managed service delivery requirements, work with the team to provide adequate remediation with greater sense of urgency.
• Identify Service Improvement opportunities, plan & drive initiatives to achieve higher Customer satisfaction.
• Identify opportunities for process improvement and make constructive suggestions for change; Host weekly Account meetings to discuss current status of operations and drive initiatives.
• Contributes to the service quality and process adherence of the account team and assist to identify improvement opportunities.
• Collaborate with other teams within Verint organization to onboard new customers and operationalize the services.
• Communicate and align the team to ITIL standards.
• Build and maintain interdepartmental relationships with Customer Support, Product House, Sales, Professional Services and other support functions.
• Interface with Product House; keep up to date on new products and technologies and escalate issues per process.
• Report critical accounts and issues to upper management while providing recommendation of next steps towards a resolution for the overall team.

Minimum Requirements: 

• Bachelor’s degree in Engineering, Computer Science, Information Technology or equivalent work experience. 
• Minimum of 3-5 years of experience with Enterprise Managed Services, Cloud Services or Product Support involving applications and/or telephony integrations and computer networking.
• Confident learning new technology platforms and a demonstrated ability to work collaboratively with cross-functional teams across different offices and regions
• Ability to thrive in a fast-paced, dynamic work environment
• Strong written and verbal communication skills
• Ability to manage tasks accordingly to set priorities, multi-task, and meet deadlines.
• Ability to work outside of local business hours and on weekends as shift assignment or account needs require.
• Ability to identify, troubleshoot, and assist in resolving technical issues in a timely manner
• 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:

• Knowledge of distributed web applications and architecture, Database Administration, CRM package, Voice Loggers, Call Center Quality-Assurance, Screen Capture products, VoIP switches, Cisco, I3, Avaya, TSAPI Call Path, CT-Connect, CloudACD, Amazon Connect, Azure. 
• Project management experience and leading cross-functional teams.
• Customer service experience supporting large global Enterprise Customers 
• Demonstrated capability in supporting Managed services or Cloud services teams.
• Familiarity with Call Center business and/or Workforce management.