Massachusetts Jobs

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 www.verint.com .

Overview of Job Function:

The Software License Management Analyst will provide support for the CCaaS Business function by performing activities related to sales processes, systems, policies, and procedures. This role will assist with requirements that drive the accuracy of customer data used in managing sales pipelines, order processing, and tracking of license usage compliance requirements. Responsibilities include data gathering/organization that will be used to track the business along with general enforcement of rules and guidelines and delivering results both within the organization. This role will be a primary expert in understanding usage reports and overage with opportunity to convert overage into expansion, and will serve on supporting calls both customer and partner facing to ensure all parties understand results.

Principal Duties and Essential Responsibilities:

• Audit customer’s license usage against purchases using their understanding of contract entitlements and familiarity with Verint products.

• Assess and solve complex problems, devise methodologies and solutions and perform analyses.

• Collaborate with others to trouble-shoot customer issues relating to license management report generation and how to interpret the data intelligently with customers, sales, and product management.

• Must have excellent communication skills and be able to effectively articulate process knowledge.

• Work with Sales and support Customer and Partner facing interactions.

• Track purchases and maintain audit records using a high attention to detail.

• Audit results using advanced excel skills that includes reading/writing/editing formulas.

• Assist in the development of process improvements to increase sales activity.

• Execute process standards as communicated by Management within assigned group that includes deal accuracy, order processing and customer success.

• Create and maintain documentation on processes specific to the role.

• Monitor Sales Operations-Inbox: Monitor email inbox to ensure proper routing of customer usage reports and other related correspondence, archive documents, manage customer contacts identified through communications (update CRM).

• Manage customer license usage reports to identify accounts with license overages and calculate amount for billing purposes; provide supporting documentation to customers, track from order entry, to billing, to remittance, and update report statements monthly; assist with collections as needed on Past Due accounts.

• Manage customer license usage reports to communicate add-on order opportunities for sales purposes; monitor opportunities and bookings to update related usage tracking reports with committed license data as needed.

• Track customer purchases for expansion of licensed products as it relates to usage reports for monitoring committed licensed products, volume, and term dates.

• Complete matrix reporting of customers who provide monthly usage reports to confirm they have been received and audited.

• Complete special projects as assigned.

Minimum Requirements:

• Bachelor’s degree in Business Administration or related field, or equivalent work experience

• Minimum of 3+ years of working in software industry in order administration, sales or related roles

• Strong proficiency in MS Office tools such as Word, Excel, Outlook, OneDrive, SharePoint and in using CRM applications - e.g. Salesforce

• Excellent analytical and business intelligence skills

• Strong communication skills to interface with multiple levels both within and external to the organization

• Familiarity of license orders and contracted language

• Attention to detail and ability to understand standard and non-standard contracted terms

• Self-motivated with ability to multitask, organize and effectively prioritize tasks

• Ability to quickly evolve and adapt, ready to support a growing mission

• 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

Preferred Requirements:

• Working knowledge of Oracle

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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.

For US Applicants

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