The CS Journey & Programs Specialist is responsible for designing and operationalizing Verint's customer journey framework and building the stage-specific resources that Customer Success Managers use to deliver consistent, outcome-focused engagements. This role translates journey architecture into practical toolkits, visual and multimedia resources, and scalable assets that serve both Named CSMs and Verint's long-tail customer base.
This is a hands-on individual contributor role that blends strategic thinking with creative execution. You will own the journey map as a living artifact, build adoption toolkits tied to each lifecycle stage, and produce lightweight multimedia resources that help CSMs and customers move through critical moments of truth. You will work cross-functionally with Product, Marketing, and Sales while keeping the voice and perspective firmly rooted in Customer Success.
Principal Duties and Essential Responsibilities:
Customer Journey Mapping & Framework Ownership
- Design, document, and continuously refine Verint's customer journey maps, defining lifecycle stages, critical moments of truth, expected customer outcomes, and the appropriate digital/human engagement blend at each stage.
- Translate journey maps into stage-gate criteria and triggers that CSMs use to assess customer health, determine next actions, and identify escalation points.
- Partner with Customer Success leadership to validate journey frameworks against real customer data and field feedback from CSMs.
- Maintain the journey framework as a living document, incorporating changes driven by new product launches, segmentation shifts, or evolving CS strategy.
Adoption Toolkits & CSM Resources
- Build and maintain adoption toolkits tied to specific journey stages, packaging technical documentation, best practices, and use-case guidance into formats CSMs can deliver directly to customers.
- Develop CSM-ready assets for onboarding, adoption, value realization, expansion, and renewal preparation that drive consistency across the Named CSM team.
- Curate and repackage existing product, sales, and marketing materials into a unified Customer Success perspective, ensuring resources are practical, current, and easy to consume.
- Create scalable resources for the Digital CS team, adapting Named CSM toolkits into self-service formats suitable for tech-touch segments.
Multimedia & Visual Resource Development
- Produce lightweight video and visual resources such as product walk-throughs, webinar promotions, feature highlight clips, and FAQ explainers by synthesizing technical documentation and SME input.
- Develop and manage a resource calendar that aligns multimedia production with product releases, seasonal renewal cycles, and CS campaign priorities.
- Own the voice, tone, and visual consistency of all customer-facing CS resources to ensure clarity, accuracy, and alignment with Verint's brand standards.
Cross-Functional Coordination
- Forge working relationships with Product, Marketing, and Sales to stay ahead of releases, messaging shifts, and go-to-market changes that impact the customer journey.
- Collaborate with Marketing on customer-facing communications to ensure CS resources complement (not duplicate) existing marketing assets.
- Partner with the Sr. Manager, Value & CS Programs to align resource development priorities with broader CS objectives, playbook requirements, and value framework initiatives.
Measurement & Iteration
- Define and track usage and effectiveness metrics for journey assets, toolkits, and multimedia resources to inform iteration priorities.
- Gather structured feedback from CSMs on resource quality, gaps, and field applicability to drive continuous improvement.