Calabrio

Design and operationalize customer journey frameworks and build resources for Customer Success Managers. | 5+ years in Customer Success or related SaaS roles, experience with journey mapping, strong communication and multimedia skills, and ability to manage multiple projects. | Overview of Job Function: 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. • Bachelors degree in a related field or equivalent experience. • 5+ years of experience in Customer Success, Customer Success Operations, Customer Education, or a related function within a B2B SaaS or enterprise software environment. • Demonstrated experience designing or operationalizing customer journey maps or lifecycle frameworks. • Strong writing, editing, and storytelling skills with the ability to translate technical material into clear, customer-friendly resources. • Experience producing lightweight video or multimedia assets (scripting, recording, basic editing); full production expertise not required. • Experience working with CRMs (Salesforce), CSPs (Totango), or similar platforms. • Ability to manage multiple concurrent projects and stakeholders in a matrixed organization. • Proactive, self-directed working style with a bias toward execution. • 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. Preferred Requirements • Experience building adoption programs, onboarding toolkits, or lifecycle-stage resource libraries for Customer Success teams. • Familiarity with digital/scaled CS motions and creating self-service resources for tech-touch customer segments. • Experience supporting enterprise or complex B2B Customer Success organizations with multi-product portfolios. • Comfort working across departments (Product, Marketing, Sales) without direct authority.

Lead enterprise systems transformation migrating from Oracle EBS to modern SaaS platforms, managing ERP initiatives and ensuring system stability and alignment. | 10+ years in enterprise systems with deep Oracle EBS and integration expertise, proven ERP implementation track record. | We are seeking a Director of Enterprise Applications to lead the execution of our enterprise systems transformation, with a focus on transitioning from Oracle EBS to a modern SaaS ecosystem including NetSuite, Workday, MuleSoft, and Salesforce. This role will be a hands-on leader responsible for delivering complex system migrations and ensuring operational continuity. Key Responsibilities Transformation Execution Lead the delivery of Oracle EBS to modern platform migrations (NetSuite preferred) Execute against a defined transformation roadmap with clear milestones and outcomes Partner with business stakeholders to translate requirements into system solutions Oracle Platform Ownership Serve as the primary technical lead for: Oracle EBS (Invoicing / AR, Order Management) Oracle HCM Oracle Integration Cloud (OIC) Maintain system stability and data integrity during transition Integration & Architecture Support the design and implementation of integrations using MuleSoft or similar iPaaS tools Ensure systems are connected through scalable, maintainable integration patterns Program Delivery Manage day-to-day execution of ERP transformation initiatives Coordinate across internal teams and external partners Identify and mitigate delivery risks Data & Financial Alignment Partner with Finance to ensure billing, subscription, and revenue data accuracy Support financial reporting and compliance requirements 10+ years in enterprise systems, ERP, or business applications Deep experience with Oracle EBS (Financials, OM, Invoicing), OIC, and Oracle HCM Experience delivering ERP implementations or migrations Preferred Experience with NetSuite implementations or migrations Exposure to Workday, MuleSoft, Salesforce Experience in high-growth or private equity-backed environments Functional Knowledge Understanding of financial processes, billing, and subscription data Scope & Impact Owns execution of major system initiatives or workstreams Leads a team of individual contributors and/or managers Influences cross-functional stakeholders but typically within defined domains Benefits: You've learned about what you'll be doing, here are some of the benefits you'll be getting when you join Calabrio: Global team recognized for their passion and innovation Innovative product culture and project exposure Training and development from industry-leading experts Cutting edge benefit programs that include: 401(k) with company matching; medical, dental, and vision insurance; disability and life insurance; flexible PTO; paid holidays and parental leave; tuition reimbursement and more We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Starting rate of pay for this salaried position is targeted at $175,000. Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent What we value most…workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you’ll feel motivated and genuinely excited to come to work! Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success. We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing recruiting3@calabrio.com. An applicant requesting accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information. Ready for Exponential Career Opportunities? Apply now

Lead strategy, design, and execution of BI and EDW platforms, collaborate cross-functionally, and mentor junior team members. | 10+ years in data engineering or BI, expertise with cloud data platforms, advanced BI tool proficiency, strong programming skills, leadership experience. | Calabrio is a customer experience intelligence company that empowers organizations to enrich human interactions. We provide cutting-edge tools for workforce optimization, analytics, and customer engagement, all built with a user-centric focus. At Calabrio, innovation meets purpose. Calabrio is seeking a Principal Data Intelligence Engineer to lead the strategy, design, and technical execution of our Business Intelligence (BI) and Enterprise Data Warehouse (EDW) platforms. This senior-level role will be critical in evolving Calabrio’s data intelligence capabilities and delivering scalable, reliable, and high-impact BI solutions across the enterprise. As the principal architect and thought leader for our BI environment, you will drive the end-to-end data strategy, from data ingestion and modeling to visualizations and self-service analytics. You’ll partner closely with the Sr. Director of Data Engineering to build and maintain a modern, world-class data platform and collaborate cross-functionally to align data solutions with business objectives. You’ll also serve as a mentor and coach, supporting the growth and development of junior team members within the data and analytics space. Key Responsibilities: Strategic Leadership: Define and execute the technical vision and roadmap for Calabrio’s Business Intelligence and data platform. Drive innovation and standardization in BI architecture, toolsets, and delivery frameworks. Translate business needs into robust, scalable, and maintainable data and analytics solutions. Technical Ownership: Lead end-to-end solution design and implementation across the data stack, from EDW architecture to BI layer. Ensure high standards of data quality, performance, reliability, and governance. Evaluate and recommend tools and technologies to support evolving analytics needs. Collaboration & Partnership: Collaborate with the Sr. Director of Data Engineering to ensure platform scalability and resilience. Work cross-functionally with business stakeholders, product managers, and application teams to prioritize and deliver impactful insights. Team Development: Mentor and develop junior engineers and analysts to grow technical and professional skills. Foster a collaborative, high-performance culture within the Data Intelligence team. 10+ years of experience in data engineering, business intelligence, or data architecture. Proven expertise with cloud-based data platforms (e.g., Snowflake, Redshift, BigQuery, or similar). Advanced proficiency in modern BI tools (e.g., Tableau, Power BI, Looker). Deep experience with data modeling, ETL/ELT design, and enterprise data warehouse best practices. Strong programming/scripting skills (e.g., SQL, Python). Demonstrated success in designing and delivering large-scale, high-impact BI solutions. Excellent leadership, communication, and stakeholder management skills. Experience mentoring junior staff and contributing to team development. Preferred Qualifications: Experience in SaaS or technology companies. Familiarity with data governance and privacy frameworks (e.g., GDPR, HIPAA). Understanding of data mesh, data lakehouse, or other modern architectural patterns. You've learned about what you'll be doing, here are some of the benefits you'll be getting when you join Calabrio: Global team recognized for their passion and innovation Innovative product culture and project exposure Training and development from industry-leading experts Cutting edge benefit programs that include: 401(k) with company matching; medical, dental, and vision insurance; disability and life insurance; flexible PTO; paid holidays and parental leave; tuition reimbursement and more We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Starting rate of pay for this salaried position is targeted at $150,000. Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent What we value most…workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you’ll feel motivated and genuinely excited to come to work! Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success. We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing recruiting3@calabrio.com. An applicant requesting accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information. Ready for Exponential Career Opportunities? Apply now

Review and validate closed-won sales opportunities for accuracy and compliance, collaborate with Sales and Finance teams, and support revenue booking processes. | 2+ years in sales or revenue operations with familiarity in CRM, CPQ, ERP systems, strong attention to detail, and communication skills. | Are you driven by innovation and looking to thrive in a fast-paced, growing environment? Join us at Calabrio and be part of our dynamic team! Help us in reshaping the landscape of customer experience – where every interaction becomes an opportunity, and every insight drives meaningful change. Introducing Calabrio – The trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed. Calabrio is looking for an Order Operations Analyst to join our Revenue Operations team. In this role, you will be responsible for reviewing closed-won sales opportunities to ensure accuracy, compliance, and completeness before they are officially booked as revenue. What you'll be doing: Review and validate all closed-won opportunities in CRM (e.g., Salesforce) for completeness and accuracy. Ensure alignment between sales order forms, pricing, and contractual terms before booking. Check for proper approvals, documentation, and compliance with internal booking policies. Flag and resolve inconsistencies or errors in deal records in collaboration with Sales and Finance teams. Maintain clear audit trails and ensure bookings are ready for downstream revenue recognition processes. Provide feedback to sales and operations teams to improve deal hygiene and reduce rework. Support month-end and quarter-end close processes by prioritizing reviews of high-value or complex deals. Identify and suggest process improvements or automation opportunities in the deal review workflow. Bachelor’s degree in Business, Finance, Accounting, or related field. 2+ years of experience in sales operations, revenue operations, deal desk, or order management. Familiarity with CRM systems (e.g., Salesforce), CPQ tools, and ERP platforms (e.g., NetSuite). Strong attention to detail and ability to interpret contract terms and pricing. Excellent communication skills and ability to work cross-functionally in a fast-paced environment. Understanding of SaaS business models and basic revenue recognition principles is a plus. You've learned about what you'll be doing, here's what benefits you'll be getting when you join Calabrio: Global team recognized for their passion for innovation. Innovative product culture and project exposure. Training and development from industry-leading experts. Cutting edge benefit programs that include: 401(k) & matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement. We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Salary for this position is targeted at $75,000 annually. Calabrio has 300 Global Partners, more than 2.25 million agents, and over 7,000 customers worldwide. We’ve been doing this for more than two decades and have been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. ​ Thanks to the hard work and dedication of every Calabrio team member, we have been recognized by the Star Tribune Top Workplace for 9 years in a row, a 2022 certified Great Place to Work UK, named one of BC’s Top Employers for 2023, and recognized as a top 50 fast-growth company by Minneapolis/St Paul Business Journal. We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing talentacquisition@calabrio.com. An applicant requesting an accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information. Ready for Exponential Career Opportunities? Apply now