What you’ll be doing...

You will own our relationship with one or more strategic clients who operate large, highly secure corporate and e-commerce systems. Working with small teams of client delivery employees, you will deliver projects, maintain operational stability and ensure overall client satisfaction. The strategic relationships you develop with clients, third-party vendors and service delivery partners will be critical to our overall success.

  • Advocating for the customer using a deep understanding of their systems, business priorities and strategic direction.
  • Managing daily operations to ensure the delivered performance and services match customer needs.
  • Consulting with clients on challenges with their systems to deliver operational improvements and a tailored customer experience.
  • Facilitating problem solving and technical resolution meetings between internal client engineers and the client.
  • Ensuring consistent increases in service and system performance over the lifecycle of the business relationship.
  • Managing and coaching directly and indirectly client delivery personnel including engineers, project and account managers.

Additionally, you will provide overall service relationship governance and be the client’s trusted partner to provide oversight of the services provided by Verizon. You will be accountable for developing and executing on a service strategy that will provide an outstanding client experience and create a long-term, strategic and mutually beneficial relationship between the Client and Verizon.

This includes management of Client Operations and achievement of associated Service Levels that deliver contracted business outcomes for the Client. You will also have responsibility for Service Relationship Management (SRM), developing and maintaining executive client relationships as well as forging new relationships. You will provide value to the client through the delivery of services from Transition into Operations. This includes developing risk mitigation strategies that minimize business disruption.

Also, you will work through complex business & client challenges and collaborate in developing and implementing solutions. The overall goal of your role is to partner with Clients and to be an extension of the Clients Staff. Additionally, your role will involve weekly onsite engagement with the client in Coventry.

What we’re looking for...

You have the ability to understand customer priorities and translate them into business plans. As a technical expert in customer systems, you align capabilities to deliver complex solutions with continually high levels of customer service. You enjoy solving problems and driving every day to ensure client satisfaction.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Experience building and maintaining client relationships.

Even better if you have:

  • A degree.
  • Experience managing large complex systems from an operational management perspective.
  • Experience managing projects using industry standard tools and methodologies.
  • Experienced in e-commerce site operations and/or airlines.
  • Experience negotiating, closing and maintaining multi-million dollar service contracts.
  • Experience in technology management and/or IT consulting.
  • Knowledge of three tier web application systems, UNIX and Windows Operating Systems, Networking and Scripting.
  • Troubleshooting skills and experience.
  • Prior database operations experience.
  • Willingness to occasionally travel to client sites.

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.