Senior Client Service Manager
- Irving, TX, United States
- Full-Time Customer Service
- Job # 507628
- Date posted - 2019-02-12
What you’ll be doing...
Our success depends on delighting our customers and making sure they stick around. You’ll be leading the team that manages post-sales relationships with our clients, ensuring that their expectations are met or exceeded. In addition to organizing and supervising the team’s work, you’ll create a great environment for your team by providing clarity, direction and feedback. Living up to our customer commitments is a top priority—you’ll play a key role in making sure we do exactly that.
- Leading a team of Client Service Managers, planning and reviewing their work, plus removing barriers and solving problems to help them be optimally productive.
- Overseeing customer performance analysis related to post-sales support in areas of SLA compliance, Service Delivery, Billing and overall account support.
- Guiding team members in dealing with especially challenging service issues.
- Ensuring team members maintain strong customer relationships.
- Setting departmental goals and budgets.
- Initiating new processes to improve the team’s performance.
What we’re looking for...
Truly a “people person,” your superior interpersonal skills mean you’re able to build strong relationships with a variety of people, including C-suite executives. And as a leader, you’re able to create engagement, motivation, and a sense of ownership in your team members. You’re comfortable leading a technical function—complex integrated solutions are your sweet spot. You understand our responsibility to our customers, and you’re excited to help us live up to it.
You’ll need to have:
- Bachelor’s degree or four or more years of work experience.
- Six or more years of relevant work experience.
- Six or more years fostering relationships and presenting to C-Levels within the Client organization
- Six or more years in a senior or leadership role
- Experience in Service Management skills in network, managed services, security, applications, IT services, Unified Communications
- Experience with Global Enterprise Clients & operations.
Even better if you have:
- A degree.
- Led a team.
- Experience working with global service desk and incident management functions.
- Strong technical skills in networks, managed services, CPE, applications hosted/DCS services, security, IT services, or unified communications.
- Certifications, like Cisco or ITIL Foundations V3 through Expert level.
- Five or more years of experience in managing multiple programs, personnel, and P&L (or equivalent experience).
- Experience in Service assurance (incident management), Service Delivery, Finance / Billing and Contract management.
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.
