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Verint Systems, Inc. Client Analyst in Albany, New York

Client Analyst

Location US-Remote (United States)

Job ID 15940

Overview of Job Function:

The analyst is responsible for providing insights which link the customer’s business challenges to data. This could be in the form of Customer Experience Strategic Analysis (CXSA), hybrid analysis (combining both data insights and user experience information), scorecards, agent level reporting, dashboards, or adhoc reporting.

The analyst will work closely with the Customer Success Manager and the customer to obtain the necessary scoping information to allow them to produce quality insights, reporting, and recommendations. The analyst will be responsible for tracking time against customer projects and recording the use of professional service units (PSU’s) for applicable customer work. This position will also support analysis needed for special projects such as the CX program, FXI reporting, or seasonal and custom benchmarks.

Principal Duties and Essential Responsibilities:

  • Creation of insights (CXSA, Hybrid, Scorecard, Agent Level Reporting, Dashboards, adhoc) which as requested by customers and communicated by the Customer Success Manager.

  • Develop recommendations for improving the clients KPI’s, or Foresee scoring, based on learnings from analysis conducted.

  • Presentation of findings to clients during a formal presentation either through a conference call or (occasionally) in person.

  • Provide recommendations for question modifications/additions, CPP/EPP additions, or other value add improvements to customer’s data collection or surveys, based on findings from the analytics process.

  • Provide expertise and evaluation of potential tools used to conduct superior analytics, as suggested by the product team or customer success leadership.

  • Leverag expertise during analysis relative to verticals or industries such as retail, finance, telecom, utilities, or government.

  • Time tracking and logging of PSU’s against specific customer projects.

  • Maintain acceptable levels of utilization toward billable client work.

Minimum Requirements:

  • Bachelor’s degree or equivalent work experience.

  • Minimum of 3 years of Project Management and Advanced Analytics.

  • Exceptional verbal and written communicator.

  • Demonstrate ability to work and adapt well within a team environment.

  • Dynamic thinker, a problem solver.

  • Ability to work well in a flexible development environment.

  • Self-motivated and self-directed.

  • Strong attention to detail.

  • Ability to plan and prioritize work effectively.

  • Successful completion of a background screening process including, but not limited to, employment verifications, credit, criminal search, OFAC, and SS verification.

Preferred Requirements:

  • Experience working both independently and within a team as a team member and team leader.

  • Voice of Customer/CX experience with multiple types of visitor touchpoints (website, call center, physical store, etc.).

  • Experience with analytics tools such as SPSS, Tableau, R, OData, Excel, Power BI.

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.