What you’ll be doing...

As a Technical Client Advocate Supervisor, you will be responsible for ensuring and enhancing the performance of global customer networks in order to deliver customer satisfaction and generate potential additional revenue. You will partner with customers’ account teams to develop and manage network and service plans to drive positive outcomes. Primary responsibilities include network optimization and business continuity management, network performance management (including service level assurance), IT service management (including risk management and service improvement plans), and achieve and sustain “trusted advisor” status through strong customer relationship management. Other responsibilities include:

Service Optimization

  • Performing proactive network optimization reviews, including network diversity planning and network hardening on installed services, presenting all options and consulting with the customer to ensure their understanding of the most appropriate recommendations.
  • Reducing the exposure of installed service base to incidents through the use of systems to understand vulnerability.
  • Maintaining customer diversity requirements.
  • Creating and implementing business continuity plans including back-up and disaster recovery plans.
  • Ensuring network diagrams and designs are accurate and current for all customers.

Life Cycle Performance Management (Service Health & Reporting)

  • Coordinating and managing performance and SLA compliance of existing customer network including Service Availability, MTTR, Customer Outage Time, and chronic issues for nominated customers.
  • Initiating / producing customer network reporting including monthly performance reports utilizing system-generated reports where available, bespoke, or complex SLA compliance reports as required and ad-hoc reports to evaluate network needs.
  • Recommending appropriate changes to the customer based on the output from these reports to assure SLA compliance or risk mitigation.
  • Recommending technical solutions for issues.
  • Reviewing / maintaining technical service inventory.

IT Service Management (ITIL)

  • Delivering service optimization plans for the customer based on their Network Topology’s and supporting services.
  • Managing individual complex technical incidents and problems impacting customers’ service availability and escalation of incidents to appropriate levels in organisation.
  • Developing and delivering detailed root cause analyses or Reason for Outage (RFO) reports and service improvement plans in response to critical customer outages or catastrophic network issues for nominated customers.
  • Developing and project-managing Service Improvement Plans for chronic/critical customer technical issues for nominated customers.
  • Highlighting all technical risks to the Service Program Manager and customer and make sure a risk mitigation strategy is put in place where applicable.
  • Providing support as required for complex network implementation.
  • Providing support as required for Managed Services complex change management requests, and if required and applicable, attending change management board for client related complex changes.

Customer Relationship Management

  • Advocating for customers.
  • Becoming the Trusted Advisor with assigned customer contacts through regular engagements to understand and manage performance / service expectations.
  • Partnering with the Client Service Manager to deliver the customer service reviews.
  • Ensuring customer utilization and knowledge of the Verizon Enterprise Solutions customer portal for network management tools, including providing Customer training as necessary.
  • Developing customer loyalty as well as retention and managing customer relationships in close co-operation with the Client Service Manager and the Account Team.
  • Providing Request for Proposal (RFP) support to the Account Team for new service sales bids or contract renewals.

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.
  • Experience building and maintaining client relationships.

Even better if you have:

  • A Degree.
  • Experience building and maintaining internal teams.
  • Experience managing large complex systems from an operational management perspective.
  • Experience managing projects using industry standard tools and methodologies.
  • Experience 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.
  • Ability to solve complex problems.
  • Experience working with database operations.
  • Willingness to travel to client sites.
  • Ability to understand customer priorities and translate them into business plans.
  • Ability to align capabilities to deliver complex solutions with continually high levels of customer service.
  • Willingness to travel up to 25%

#CustomerOperations

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.