Associate Service Delivery Manager (ASDM)

The **Associate Service Delivery Manager (ASDM)** will primarily partner with a team of Technical Engineers working on the **Verint** product suite, delivering technical and application-related services to a dedicated customer account in the banking industry. The role involves serving as a customer-aligned resource, supporting day-to-day operational activities, service delivery coordination, issue resolution, and continuous service improvement initiatives. Additionally, the ASDM will contribute to the day-to-day support of Workforce Optimization (WFO) applications, specifically call recording, for the assigned customer.

Principal Duties and Essential Responsibilities:

• Partner with Managed Services resources to execute customer deliverables, support operational activities, monitor service performance, and ensure account metrics are achieved.
• Manage tasks to resolve them in a timely manner, mitigating business/customer impacts with appropriate actions.
• Drive Customer Success through proactive engagement, operational execution, and continuous service optimization for Managed Services Programs and **Verint** Solutions.
• Collaborate closely with off-shore Command Center, Customer Support, Professional Services, Cloud Operations, and Account Executives to address account needs promptly.
• Serve as a dedicated customer resource, coordinating service requests, tracking operational deliverables, and ensuring adherence to service commitments.
• Identify service improvement opportunities, plan, and drive initiatives to enhance customer satisfaction. Work directly with customer stakeholders to prioritize operational improvements and service enhancements.
• Identify process improvement opportunities and make constructive suggestions for change; attend regular meetings to discuss operational status and drive initiatives.
• Contribute to service quality and process adherence for the account team, identifying improvement opportunities.
• Collaborate with other **Verint** teams to onboard new customers and operationalize services.
• Utilize **Jira** boards to manage sprint activities, work intake, prioritization, and delivery tracking.
• Perform and coordinate platform control execution activities, including routine health checks, service verification, provisioning reconciliation, and operational compliance reviews.
• Support administration and configuration of **Verint Financial Compliance (Verba)** solutions, including user provisioning, account management, reporting, workflow administration, archive and supervision capabilities, and user interface support.
• Build and maintain interdepartmental relationships with Customer Support, Product House, Sales, Professional Services, and other support functions.
• Interface with Product House, stay updated on new products and technologies, and escalate issues per process.
• Report critical accounts and issues to upper management, providing recommendations for resolution.

Requirements

• A Bachelor’s degree in Engineering, Computer Science, Information Technology, or equivalent work experience.
• Minimum of 3-5 years of experience in Enterprise Managed Services, Cloud Services, or Product Support involving applications, telephony integrations, and computer networking.
• Confident learning new technology platforms and ability to collaborate with cross-functional teams across offices and regions.
• Ability to thrive in a fast-paced, dynamic work environment.
• Strong written and verbal communication skills.
• Ability to manage tasks, set priorities, multitask, and meet deadlines.
• Ability to work outside local business hours and on weekends as needed.
• Ability to identify, troubleshoot, and resolve technical issues in a timely manner.
• Successful completion of background checks, including employment, education, criminal convictions, OFAC, SS verification, and credit checks.

Preferred Requirements:

• Knowledge of **Verint Financial Compliance (Verba)**.
• Knowledge of distributed web applications and architecture, Database Administration, CRM packages, Voice Loggers, Call Center Quality-Assurance, Screen Capture products, VoIP switches, Cisco, I3, Avaya, TSAPI Call Path, CT-Connect, CloudACD, Amazon Connect, and Azure.
• Customer service experience supporting large global Enterprise Customers.
• Experience serving as a dedicated customer-facing resource supporting managed service operations and service delivery activities.
• Experience coordinating operational activities across technical, support, and customer stakeholder teams.
• Demonstrated ability to build trusted relationships with customer stakeholders while delivering against service commitments.

Benefits

You’ve learned about the role; here are some benefits you’ll receive at Calabrio:

• A global team recognized for passion and innovation.
• Innovative product culture and project exposure.
• Training and development from industry-leading experts.
• Cutting-edge benefit programs, including:
• 401(k) with company matching
• Medical, dental, and vision insurance
• Disability and life insurance
• Flexible PTO
• Paid holidays and parental leave
• Tuition reimbursement
• Market-competitive pay starting at $82,000.