Senior Director, Global Consulting & Enablement

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.