What you’ll be doing...

You will be responsible for providing project and resource management in support of installing and activating core and strategic products via standard and non-standard processes. You will be coordinating implementation activities between the customer, branch/account team personnel (pre/post-technical support), internal groups (e.g., order entry, provisioning, CPE, Operations) and third party client/vendor resources (e.g., voice and data equipment vendors, local access providers) as needed. You will consistently leverage your expertise in resource/project management, offer suggestions to improve service delivery performance and generally utilize product knowledge to ensure customer needs are being met. As with all other Verizon Business customer facing positions, you should be alert to potential revenue enhancing sales opportunities. Additionally, this role may at times require you to be accessible to the customer on a 24x7 basis, and provide the customer with back up contact information when applicable.

  • Proactive Customer Support
    • Serves as support for the account team to provide superior customer service though the expert handling of the implementation process.
    • Provides implementation input (project timelines, dependencies, milestones, resources) during the pre-sales process as needed.
    • Prepares and delivers customer implementation plans and provides the customer and account team with frequent updates and status reports.
    • Hosts weekly meetings, as appropriate, with branch personnel/account team to review the status of pending orders.
    • Educates other PMs on implementation resolution, best practices/processes and other critical skills.
    • Provides customer education and encourages adoption of self-service tools including e-bonding for customer ordering purposes.
  • Core Customer Responsibilities
    • Functions as the lead in the coordination of activities related to the installation of all services for the customer.
    • Ensures that all organizations touching the order accurately complete their respective tasks.
    • Escalates as required to ensure customer due dates are met.
    • Ensures performance to meet operational metrics (e.g., on-time performance) and contractual obligations (e.g., SLA delivery).
    • Coordinates/works with Provisioning, Service Delivery, Operations, and other related groups in the activation of services and/or installation of equipment.
    • Receives and works all order types from customers and/or account team as defined by the segment.
    • Contacts customer to verify critical order information.
    • Reviews all service requests for accuracy and completeness by working with the customer and/or account team prior to order entry/submission for processing.
    • Ensures accurate submission of completed and verified service requests for processing.
    • Ensures company-provided and customer-provided equipment is installed on time.
    • Tracks all service requests/milestones via the latest implementation tracking tools through to close to bill.
    • Coordinates and hosts meetings with customers, equipment vendors, and account team personnel.
    • Schedules cut-overs with customers and equipment vendors. Ensures the customer is provided with appropriate written and/or verbal confirmation of critical dates within the service delivery time frame.
    • Attends cut-overs via conference call or at customer location, including after-hours support, as required by the customer to ensure a superior installation.
    • Performs special projects as assigned.
    • Ensures service requests are installed and ready for first bill review using current Methods and Procedures.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Bilingual fluency in English and Mandarin.

Even better if you have:

  • A degree.
  • ITIL Foundation certification.
  • Project Management certification (PMP or Prince2).
  • Basic computer hardware and software skills, including Windows, word processing, spreadsheets, presentation, and database software.
  • Knowledge of project management software.
  • Internet navigation skills.
  • Experience in an industry-related field.
  • Strong written and verbal communication skills.
  • Background in telecommunication technologies.
  • Solid understanding of operations and implementation.

At Verizon, we believe in embracing the diversity of our global workforce - our employees have different interests, experiences and skills that combine to foster an innovative and enriching culture. We recognize the need to offer flexible and varied working solutions to enable our people to reach their potential and strike the right balance between personal and work life. We leverage our innovative technology and communication solutions to connect us on a global scale, enabling collaborative working.

If you are interested in discussing flexible hours, mobility and alternative working solutions, talk to us; we’ll do our best to accommodate you.

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.