What you’ll be doing...

Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.

As a SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

Customer Focus - Responsible for developing and executing a comprehensive strategy that defines and cares for customer life-cycle touch points, to include Segment-level Service Level Agreements and Playbooks. Collaborates to assess and measure Customer Health and designs “get well” playbooks for SMB and Enterprise customers.
Leader Partnership - Partners directly with the Global Customer Success Leadership to assess and evaluate segment-specific needs. Drives high-impact, scalable & customer-obsessed sales effectiveness processes for the Global Customer Success team across US and International offices.

Process Improvement - Develops and maintains a backlog of process improvement opportunities across all Seller and Sales Leader roles; understands intimately the day-to-day work of each role and how tools can be systematically employed to reduce waste, cost and complexity, effectively balances short-term wins with long-term gains in productivity.

Leadership Enablement – Design, develop and deliver world-class Leadership enablement solutions for all Sales Leader roles; ensure Leaders are fully equipped to execute with excellence on all foundational investments and key initiatives.

Enablement Tools – Maintains an understanding of enablement tools and processes available, globally, to support the work and works cross-functionally to leverage new and existing platforms. Partners with internal functions to seek out and leverage new and existing systems that support sales performance.

What we’re looking for...


The Global Sales Enablement team is looking for a Global Effectiveness Manager, Customer Success to spearhead the evolution of the Verizon Connect Customer Success organization through customer-obsessed strategies and program execution. In this role, you will own the design and launch of initiatives that drive revenue and profitability while maintaining peak readiness for the Customer Success teams.

To be successful in this role, it is critical that you have the ability to influence and motivate others toward a common goal in order to drive projects with multiple stakeholders to completion within aggressive deadlines. You must be able to thrive in ambiguity and create a path for progress where none exists. Excellent program management, written, and verbal communication skills are required.

Responsibilities:

  • Customer Focus - Responsible for developing and executing a comprehensive strategy that defines and cares for customer life-cycle touch points, to include Segment-level Service Level Agreements and Playbooks. Collaborates to assess and measure Customer Health and designs “get well” playbooks for SMB and Enterprise customers.
  • Leader Partnership - Partners directly with the Global Customer Success Leadership to assess and evaluate segment-specific needs. Drives high-impact, scalable & customer-obsessed sales effectiveness processes for the Global Customer Success team across US and International offices.
  • Process Improvement - Develops and maintains a backlog of process improvement opportunities across all Seller and Sales Leader roles; understands intimately the day-to-day work of each role and how tools can be systematically employed to reduce waste, cost and complexity, effectively balances short-term wins with long-term gains in productivity.
  • Leadership Enablement – Design, develop and deliver world-class Leadership enablement solutions for all Sales Leader roles; ensure Leaders are fully equipped to execute with excellence on all foundational investments and key initiatives.
  • Enablement Tools – Maintains an understanding of enablement tools and processes available, globally, to support the work and works cross-functionally to leverage new and existing platforms. Partners with internal functions to seek out and leverage new and existing systems that support sales performance.

Requirements:

  • 7+ years of Business Experience; SaaS Sales, Customer Success in a SaaS environment
  • Experience supporting Global teams a plus. Experience in IoT industry a plus.
  • 3+ years of Sales / Customer Success Leadership Experience or 2+ years of Sales Enablement, Effectiveness, Operations.
  • Systemic Thinking - Able to take a concept and think about how to scale systemically. Does not see only the opportunity in front of him/her, yet opens scope up to account for accomplishing long-term goals.
  • Strategic Thinking - The ability to think holistically, recognize patterns, and make imaginative leaps based on those patterns. Thinks beyond what is immediately available.
  • Influence Without Authority - Able to engage with stakeholders at the executive level as well as establish credibility and traction with individuals in the workflow. Challenges others to think beyond what is possible.
  • Change Leadership - Demonstrated adaptability and the ability to drive change and establish a sense of calm amid change
  • Adaptability- mental agility, comfort with ambiguity, and the capacity to change current behaviors in light of new evidence.
  • Needs Assessment – Analyzes situations and data and exercises judgment in selecting methods techniques and evaluation criteria for obtaining information
  • Creativity – Develops solutions to complex problems that require agile thinking.
  • Project and Program Management - Natural (informal) project management skills and experience with proven ability to drive multiple projects or large programs forward simultaneously. Is resourceful, relentless and persistent. Identifies and resolves resource prioritization and allocation issues to ensure appropriate countermeasures while avoiding overtime or missed deadlines and diminished deliverable quality.
  • Bachelors in Business Administration or similar field required; MBA preferred

Requires up to 30% travel

VZConnect

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.

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