Verizon Communications Irving , TX 75061
What you'll be doing...
The Client Services Management function is accountable for the post-sales relationship with the client, and for overseeing the operational health of Verizon Services from delivery through lifecycle support. You will manage internal and external resources to deliver services that maintain compliance with customer contractual commitments. You will also govern reporting and financial management relative to contractual commitments and SLA's, including billing account strategy, setup and optimization. You will coordinate the establishment of customer specific service plans with a strategic focus on continual service improvement.
In this role, a vital part of the customer experience is in your hands. The work will be fast-paced, results-oriented and involve working closely with other functional teams.
Assisting the service team in providing core customer service activities to a single technology or customer.
Ensuring daily customer satisfaction after the installation of a wide range of technologies.
Being the voice of Verizon and an advocate for your customer as you work to continually improve our service.
Taking accountability for the client relationship and the overall client satisfaction.
Maintaining a working knowledge of the clients' operations, and continually working through business challenges by collaborating to develop solutions to everyday problems.
Being a strong customer advocate.
Maintaining regular communication with assigned customer contacts to understand and manage performance/service expectations.
Proactively developing and maintaining existing client relationships.
Understanding contracts and defined KPIs (Key Performance Indicators) and implementing action plans when metrics fall below agreed targets.
Handling the administration of standard client deliverables
Delivering and leading service reviews.
Maintaining ongoing service improvement plans for key performance metrics at risk.
Overseeing client financial management metrics to ensure client contractual commitments are met.
Driving online and eMedia tool enablement and adoption.
Maintaining service focused Open Action Item logs and Continual Service Improvement registers.
Identifying opportunities within the base to drive new revenue growth.
Maintaining a thorough understanding of Verizon products and solutions.
Supporting our Credo through adherence to company policies, processes and practices.
What we're looking for...
You'll need to have:
Bachelor's degree or one or more years of work experience.
Experience with the Microsoft Office product suite.
ITIL v3 technical certification or eligibility to obtain.
Even better if you have:
Experience working with customers and vendors.
Telecommunications or related experience and knowledge of typical products and services.
Ability to communicate with multiple levels of leadership.
Excellent verbal and written communication skills.
Proactive approach and self-motivation.
When you join Verizon...
You'll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America's fastest and most reliable network, we're leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we're about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.