Verint Systems, Inc. BMS Delivery Consultant in Mexico City, Mexico

Job Title: BMS Delivery Consultant

Location: MX-Mexico City

Job ID: 11160

Job Description

Title: BMS Delivery Consultant

Reports To (title): Director, Strategic Account Services

Overview of Job Function:

The Business Managed Services Delivery Consultant (BMSDC) is a member of the Hosted and Managed Services team and is responsible for executing on Business Managed Services (BMS) programs offered to Verint’s customers globally. Verint BMS Programs augment current Verint programs and staff with a level of business solution design, management and business insight. This also can include solution setup designed and tailored to the client’s specific business focus areas and provide ongoing support and business management interactions that ensures solution adoption, illuminates business insights and manages the solution configuration to achieve desired results.

This role entails running BMS programs for customers to meet their business needs and conforming to program descriptions defined in BMS contracts secured with Verint customers. This requires developing programs with customers that include Discovery, Planning, Implementation , On Boarding, and Partnership phase s. BMSDC must collaborate with various stakeholders within Verint and the customer to ensure success of the BMS programs they are delivering. This role will be based in Mexico.

Principal Duties and Essential Responsibilities:

  • Execute Business Managed Services Programs on Verint Applications in accordance with the Verint Business Managed Services Methodology.

  • Provide best practice, optimization and business application consulting.

  • Assume ownership for the successful utilization of the Verint applications as per the Business Managed Services contract.

  • Develop and maintain relationships with multiple points of contact at the clients’ organizations, enabling them to understand and address their complete needs.

  • Identify issues and potential concerns in the relationship and work to rectify these by working jointly with Verint resources (sales, client relations, development, IT, other products) and customer stakeholders to ensure successful program execution while serving as application subject matter experts.

  • Develop efficient and effective internal and client communication mechanisms and any other areas contributing to overall client service.

  • Schedule and organize events related to the BMS program

  • Create, review and update documentation as they relate to program deliverables.

  • Manage usage of Verint Applications to drive customer value and compel customers to renew annual BMS contracts.

  • Perform administrative tasks such as but not limited to timely and full completion of timesheets, expenses, travel, ISO, MBOs etc. in accordance with the team and Verint guidelines

  • Other responsibilities as assigned by management

  • Travel Requirement is 30% - 50% which is may include international travel.

Minimum Requirements:

  • Bachelor’s degree or equivalent years of work experience.

  • Minimum of 6 years’ experience working with a management consulting organization or in an operational role.

  • Self-motivated with ability to work both independently and as part of a team during the Managed Services Delivery program

  • Working knowledge of large scale, Windows and web based, enterprise application solutions (i.e. Resource Forecasting/Scheduling, Call Recording, CRM, Analytics and Knowledge Base/Distribution application solutions)

  • Ability to effectively structure, organize and deliver consultative solution seminars, requirements discovery/refinement engagements and workshops to key users at a management, director and end user level

  • Ability to manage multiple projects and tasks concurrently to completion with minimal supervision

  • Ability to gain consensus of others, proven leadership and persuasive sales skills in order to maximize revenue opportunity within assigned accounts.

  • Good influencing skills, presentation skills and the ability to build good working relationships

  • Highly organized and efficient, with a proven ability to both think strategically and execute plans

  • Successful completion of background screening process designated for the position.

Preferred Requirements:

  • Experience with Verint and acquired applications (Witness/KANA/Vovici/Victrio)

  • Proven experience in effective use of Voice of the Customer, and/or Workforce Management and/or Desktop Automation, and/or Quality Monitoring enterprise software solutions

  • Good understanding of contact center, back office, and/or branch operational environments

  • Multi-lingual skills – Spanish (Latin America), Portuguese, English

  • Experience in growing consulting services/license revenue through successful execution of defined programs.

  • Consulting experience translating solutions and business process knowledge to clients.

  • MBA degree.

  • Proven experience training and demonstrating to clients on Enterprise software solutions

As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. 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.