Leads Verint’s global Consulting and Enablement organization across AMER, EMEA, and APAC. Defines value-led consulting methodologies, customer adoption frameworks, KPIs, playbooks, and enablement programs. Builds executive customer relationships, develops global consulting teams, partners with Sales, Customer Success, Product Management, and Professional Services, and drives organizational transformation. The role focuses on measurable customer outcomes, solution adoption, value realization, operational excellence, and scalable customer engagement across enterprise software and customer experience solutions.
Overview of Job Function:
The Sr. Director, Global Consulting & Enablement is a senior leader responsible for defining, building, and scaling Verint's global Consulting and Enablement strategy across all geographies, customer segments, and solutions. This role is accountable for creating a consistent, value-driven customer engagement model that maximizes customer outcomes, accelerates adoption, and drives measurable business value realization throughout the customer lifecycle.
The Sr. Director will lead the global Consulting and Enablement organization, ensuring customers receive strategic guidance, industry best practices, value-based recommendations, and solution expertise that directly align to their business objectives. This leader will establish the frameworks, methodologies, and operating motions needed to ensure every customer interaction, from discovery through adoption and optimization, is anchored in Verint's customer value proposition and key customer value KPIs.
Principal Duties and Essential Responsibilities:
- Own the global Consulting and Enablement strategy across AMER, EMEA, and APAC.
- Lead, develop, and scale a high-performing global team of Application Consultants and consulting leaders focused on delivering measurable customer value.
- Establish and operationalize a value-led consulting methodology that aligns customer business objectives, solution adoption, and measurable outcomes throughout the customer journey.
- Define and implement customer value frameworks, success metrics, and KPIs that demonstrate business impact, adoption success, optimization opportunities, and return on investment.
- Develop consulting playbooks, customer engagement models, best practices, and standardized methodologies that ensure consistency, quality, and scalability globally.
- Drive a consultative customer engagement motion that positions Verint as a strategic partner, enabling customers to achieve transformational business outcomes through Verint solutions.
- Partner closely with Services Sales, PMO and Customer Success leadership to integrate value realization and business outcome discussions into customer engagements, renewals, expansions, and growth opportunities.
- Establish global enablement programs that continuously enhance consultant capabilities, industry knowledge, consulting skills, and customer value storytelling.
- Build executive-level relationships with customers to understand strategic priorities, align Verint solutions to business objectives, and support key customer initiatives.
- Leverage customer insights, adoption data, and industry trends to identify opportunities for optimization, increased solution utilization, and expanded value realization.
- Collaborate with Product Management, Professional Services, Customer Success, and Sales leadership to influence product direction, service offerings, and customer engagement approaches based on customer needs and market demands.
- Define operational metrics and performance measures for the consulting organization, ensuring accountability, continuous improvement, and alignment to customer outcome objectives.
- Champion a culture focused on customer value, innovation, operational excellence, and continuous learning across the Professional Services organization.
- Represent Consulting and Enablement in executive forums and provide data-driven insights regarding customer adoption trends, value realization performance, consulting effectiveness, and strategic opportunities.
- Drive organizational transformation initiatives that improve consulting effectiveness, customer experience, and overall business impact.
Minimum Requirements:
- Bachelor’s degree in a related field or equivalent experience.
- Minimum of 10 years of progressive leadership experience within consulting, professional services, customer success, enablement, or related customer-facing organizations.
- Proven experience building and operationalizing customer-centric consulting or enablement organizations focused on business outcomes and value realization.
- Demonstrated success developing and implementing customer adoption, enablement, or value realization frameworks and methodologies.
- Strong understanding of customer lifecycle management, solution adoption strategies, change management principles, and customer success best practices.
- Experience defining, measuring, and improving customer outcome metrics, adoption KPIs, and business value indicators.
- Demonstrated ability to influence senior executives and C-level stakeholders internally and externally.
- Strong strategic thinking, business acumen, and analytical capabilities with the ability to translate customer needs into scalable organizational initiatives.
- Experience leading organizational change and driving transformation within complex, matrixed global organizations.
- Exceptional communication, presentation, facilitation, and executive engagement skills.
- Experience working within enterprise software, SaaS, customer experience, workforce engagement, contact center, or technology-related organizations.
- Ability to travel up to 10% of the time.
- The ability to obtain the necessary credit line required to travel.
- Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, and credit/drug screening where applicable and in accordance with federal and local regulations.
Preferred Requirements:
- Experience leading consulting, customer success, professional services, or enablement organizations within Contact Center, Customer Experience (CX), Workforce Engagement Management (WEM), AI, or enterprise software industries.
- Experience developing customer value realization programs, executive business reviews, adoption frameworks, or outcome-based consulting methodologies.
- Deep understanding of contact center operations, workforce management, quality management, analytics, AI, and customer engagement technologies.
Principal Duties and Essential Responsibilities:
- Own the global Consulting and Enablement strategy across AMER, EMEA, and APAC.
- Lead, develop, and scale a high-performing global team of Application Consultants and consulting leaders focused on delivering measurable customer value.
- Establish and operationalize a value-led consulting methodology that aligns customer business objectives, solution adoption, and measurable outcomes throughout the customer journey.
- Define and implement customer value frameworks, success metrics, and KPIs that demonstrate business impact, adoption success, optimization opportunities, and return on investment.
- Develop consulting playbooks, customer engagement models, best practices, and standardized methodologies that ensure consistency, quality, and scalability globally.
- Drive a consultative customer engagement motion that positions Verint as a strategic partner, enabling customers to achieve transformational business outcomes through Verint solutions.
- Partner closely with Services Sales, PMO and Customer Success leadership to integrate value realization and business outcome discussions into customer engagements, renewals, expansions, and growth opportunities.
- Establish global enablement programs that continuously enhance consultant capabilities, industry knowledge, consulting skills, and customer value storytelling.
- Build executive-level relationships with customers to understand strategic priorities, align Verint solutions to business objectives, and support key customer initiatives.
- Leverage customer insights, adoption data, and industry trends to identify opportunities for optimization, increased solution utilization, and expanded value realization.
- Collaborate with Product Management, Professional Services, Customer Success, and Sales leadership to influence product direction, service offerings, and customer engagement approaches based on customer needs and market demands.
- Define operational metrics and performance measures for the consulting organization, ensuring accountability, continuous improvement, and alignment to customer outcome objectives.
- Champion a culture focused on customer value, innovation, operational excellence, and continuous learning across the Professional Services organization.
- Represent Consulting and Enablement in executive forums and provide data-driven insights regarding customer adoption trends, value realization performance, consulting effectiveness, and strategic opportunities.
- Drive organizational transformation initiatives that improve consulting effectiveness, customer experience, and overall business impact.
Minimum Requirements:
- Significant progressive leadership experience within consulting, professional services, customer success, enablement, or related customer-facing organisations.
- Proven experience building and operationalising customer-centric consulting or enablement organizations focused on business outcomes and value realisation.
- Demonstrated success developing and implementing customer adoption, enablement, or value realization frameworks and methodologies.
- Strong understanding of customer lifecycle management, solution adoption strategies, change management principles, and customer success best practices.
- Experience defining, measuring, and improving customer outcome metrics, adoption KPIs, and business value indicators.
- Demonstrated ability to influence senior executives and C-level stakeholders internally and externally.
- Strong strategic thinking, business acumen, and analytical capabilities with the ability to translate customer needs into scalable organisational initiatives.
- Experience leading organizational change and driving transformation within complex, matrixed global organisations.
- Exceptional communication, presentation, facilitation, and executive engagement skills.
- Experience working within enterprise software, SaaS, customer experience, workforce engagement, contact center, or technology-related organisations.
- Ability to travel up to 10% of the time.
Preferred Requirements:
- Experience leading consulting, customer success, professional services, or enablement organisations within Contact Center, Customer Experience (CX), Workforce Engagement Management (WEM), AI, or enterprise software industries.
- Experience developing customer value realisation programs, executive business reviews, adoption frameworks, or outcome-based consulting methodologies.
- Deep understanding of contact center operations, workforce management, quality management, analytics, AI, and customer engagement technologies.
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