What you’ll be doing...

  • Manage the lifecycle governance of an assigned client base.
  • Be accountable for the service relationship and the overall client satisfaction.
  • Develop a working knowledge of client operations, and work through business challenges by collaborating to develop solutions to everyday problems.
  • Handle the communication through resolution of any given issue or Service Improvement Plan, including managing Key Performance Indicators (KPIs) of supplier groups (Centers of Excellence (CoE) including Ordering, Billing and Network Assurance).
  • Serve as a client advocate between the customer and various internal organizations, and work to add valuable proactive resolution of any given issue, and provide overall relationship governance.
  • Engage shared resources for assistance with transactional work as applicable.
  • Maintain regular communication with assigned customer contacts to understand and manage performance/service expectations.
  • Coordinate the establishment of customer specific Service Plans with strategic focus on continual service improvement.
  • Proactively develop and maintain existing client relationships.
  • Understand contracts and defined KPIs, and implement action plans when metrics fall below agreed targets.
  • Deliver and lead service reviews.
  • Perform analysis of issues or problems.
  • Manage internal and external resources to attain client service levels based on contractual commitments.
  • Maintain service focused Open Action Item logs and Continual Service Improvement register.
  • Identify opportunities within the base that can defend and drive new revenue growth.
  • Maintain a thorough understanding of Verizon products and solutions.
  • Facilitate beneficial customer enablement by identifying and executing strategies to increase self-service utilization and expand self-service. Drive online and electronic media tool enablement and adoption.
  • Support the Verizon Credo through adherence to company policies, processes and practices.
  • Provide oversight of client financial management metrics to ensure client contractual commitments are met.
  • Ensure accuracy of rate entry for new contracts to help avoid billing errors.
  • Manage credit metrics and associated Service Improvement Plans.
  • Perform first and last invoice reviews.
  • Understand contract and product rate tables.
  • Partner with Sales and internal workgroups to ensure contract financial terms are executed.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.

Even better if you have:

  • A degree.
  • ITIL v3 certification, or eligibility to obtain.
  • Willingness to be on call for afterhours support as needed.
  • Worked in a client facing role and resolved operational problems.
  • Strong leadership skills.
  • Strong organizational, presentation, and problem solving skills.
  • Excellent verbal and written communication skills.
  • Five or more years of related telecom or IT experience (sales or service).
  • Ability to communicate with multiple levels of leadership.
  • Project management experience.
  • Advanced skills in Microsoft Office product suite, including PowerPoint, Excel and Word.
  • 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.