What you’ll be doing...

The Client Service Manager is responsible for overall customer governance, inclusive of customer relationship management, contract management, financial management, and stakeholder management of Georgetown University's contract. Position elements include:

Uses professional concepts and company policies & procedures to solve a wide range of complex problems in creative and practical ways.

  • Makes recommendations that aid in the successful completion of varied initiatives within the program.
  • Typically involved in one large and/or complex project at a time.
  • Develops schedules to ensure timely completion of the project; identifies appropriate resources needed.

Receives general guidance for the accomplishment of goals and operating objectives.

  • Plans and executes own work.
  • Exerts significant latitude in determining objectives of assignment.
  • Line of sight up to 1 year.

Provides resolution to a diverse range of complex problems.

  • Analysis of data requires evaluation of identifiable factors.
  • Demonstrates good judgment in selecting methods & techniques for obtaining solutions.

You will support pre-sales activities and drive post-sales, lifecycle relationship and support to solve a wide range of complex issues or problems.

  • You’ll have a positive impact on our organization, and change the way that our customers live, work, and play.

The successful candidate must have robust and verifiable experience and skill-set in the following areas:

Client Service Management/Customer Governance:

  • Candidate must have experience as a successful Client Service Manager that encompasses accountability for the customer overall experience.
  • Must demonstrate ability to establish self and company as a customer partner and trusted advisor versus as a vendor.

Strong Financial Management:

Must have a solid understanding of and experience in general financial management concepts and principles.

  • It is imperative the candidate is experienced in the planning, organizing, directing and controlling the financial activities associated with the program; includes balancing both company and customer financial schedules and requirements/directives.
  • Must have past experience and be competent in managing financial areas including, a working understanding of common financial statements, building budgets, managing a P&L, and performing financial audit; includes oversite of invoicing, billing schedules, performing billing audits and creating reports, and managing billing adjustments.

Business Acumen:

  • Candidate must be knowledgeable in business processes, i.e. how business is done. Areas include both presales and post sales activities, contracting processes, ordering and provisioning, billing, and service assurance activities.

Relationship Building and Stakeholder Management:

  • Must be able to develop and maintain relationships with all stakeholders, including customer and company individuals and organizations and Third Party Vendors.
  • Must be able to successfully manage, analyze, and communicate throughout the customer lifecycle, with the goal of continual improvement of customer service relationships.
  • Must be able to comfortably and confidently work with executive levels within all stakeholder groups, i.e. the company, customer, TPVs, etc. This includes day-to-day activities, addressing escalations, communication of unfavorable news, and formal and informal presentations.

Project Management

  • Candidate must have prior successful experience simultaneously providing oversight of complex projects.
  • Must manage stakeholders, including, assigned project managers, such that all parties have a common understanding and acceptance of the goals and objectives, timelines and due dates, company and customer requirements; must be able to drive the team toward desired results.
  • Candidate must show the ability to develop a team that collectively works with a sense of urgency and a commitment to excellence which results in meeting and exceeding objectives and goals.
  • Must be able to continually work with a high attention to detail both individually and in the oversight of the team.

MS Office Suite

  • Candidate must have strong MS Office Suite skills and experience.
  • Expert level highly desired.
  • Must have solid working knowledge of the built-in tools of each Office program in the development of complex spreadsheets, presentations and documents.

Contract Management and Development

  • Candidate must demonstrate high proficiency in contract management, inclusive of reading/understanding contracts, providing contract overviews and interpretations, developing objectives and timelines based on the contracts, and managing self and team to the contract requirements.
  • Must be experienced in development of and management of other contract documents, such as Statement of Works, new contracts, addendums, modifications, and extensions, etc.

Tactical Position Elements

  • Perform analysis of complex issues or problems.
  • Manage resources (internal and external) responsible to deliver services and meet customer contractual commitments for more complex intermediate accounts.
  • Manage Verizon Services from delivery through lifecycle support.
  • Make recommendations that aid in the successful completion of projects within a product or functional area.
  • Customer Governance through the lifecycle of program.
  • Responsible for Service Relationship Management, Change Management, Financial Management
  • Self-Management of time and schedule.
  • Creation and deliverance of Executive Dashboards and communications, external and internal.
  • Contract management of large client.
  • Creation and delivery of C-level PowerPoint Executive Business Reviews.
  • On site requirement at client location.
  • Program support of Project Management lead.
  • May require limited travel within the USA including but not limited to: VA, MD, NJ, NY.

What we’re looking for...

  • Bachelor’s degree.
  • Four or more years of relevant work experience.
  • Proven client communication and process skills.
  • Experience as Project or Program Manager for medium-large sized accounts.
  • Previous experience overseeing provisioning and fulfillment of complex client engagement.
  • Strong documentation, follow through and communication skills.
  • Previous experience supporting large multi-location deployments.
  • Ability to update project status on a regular basis and escalate to Verizon/Client Management as required.
  • Extensive knowledge and experience with MS Office Word, Excel and PowerPoint.
  • Previous experience supporting large multi-location deployments.
  • Ability to work independently with minimal direction.

Even better if you have:

  • PMP or ITIL v3 certification.
  • Knowledge of various Verizon Network and/or telecom hardware platforms.
  • Extensive knowledge, utilization and experience of the Verizon Enterprise Center portal.

Experience and knowledge of Verizon VRD and/or ICB contracts

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.