What you’ll be doing...

The Enterprise Customer Experience Manager role is part of our Enterprise Customer Success team based in Reading, and will be responsible for the satisfaction, success and growth of our largest customers. You will be responsible for renewing your customers' contracts as well as identifying and drive revenue opportunities for software and services across our portfolio.

Pivotal to your success will be your ability to delight the customer by driving greater business value and executive alignment between company and the customer.

You'll spend time at your clients on a regular basis, acting as liaison between the client and the VerizonConnect teams (Support, Product, Customer Education & Training and Professional Services) translating business cases into actions and proactively helping clients achieve value. This will include not only identifying revenue opportunities, but also helping to create the need for those opportunities, and leveraging the team to help craft and close them.

You will own your book of business - the entire journey will be in your hands: pipeline generation, pipeline review, account planning and successful close plans and the ultimate cross-sell and upsell in the customer accounts.
Developing a comprehensive understanding of the client's industry, business challenges, and objectives to appropriately map Verizon Connect product capabilities and associated business benefits to address their needs.

Working with the customer on customer value and Return On Investment (ROI) models relating to their use of the platform and engagement in our Services.

Weekly targeted customer touchpoints, with meaningful face to face conversations including QBRs
Customer Business Review every customer quarterly
Capturing EVERY Customer focused conversation

Develop customer strategy documentation for each customer
Maintain all strategy documentation in Customer Success platform daily

Maintaining current revenue\Renewals Management
Identify and close open expansion opportunities
Proactively manage internal stakeholders - professional services / support / product management etc
Grow professional services opportunities and attachment rates

Identify growth opportunities for ALL customers
New product introductions

NPS drivers - strive for an overall impact score of 9 or better
Share and circulate Customer feedback
Notated action plan and customer strategy created to support customer feedback

Manage and measure resolution of escalations

Manage CRM / SFDC for forecasts, contracts etc
Adoption and daily utilization to update customer strategy, additional call notes, actions and next steps

Joint Customer conversations\visits with aligned Client Executive, quarterly basis minimum and increased as needed
90 days prior to sale closing, customer engagement and contract review

Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications, and automation. Familiarity with the technologies used in cloud computing and SaaS solutions is a plus.

A proven track record of consulting on and selling software solutions and Professional Services.
Ideal candidates will preferably have 3-5 years experience of managing Enterprise accounts

    What we’re looking for...


      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.

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