What you’ll be doing...

When the clients you support need an advocate and trusted advisor, you’ll be there to solve their problems and own the overall relationship. Your work will focus on aligning our services with the business goals of your clients and drive win-win opportunities for all parties. You will play a pivotal role in driving the satisfaction and retention of your clients. As part of a fast-paced, results-oriented team, you will also collaborate with other functional teams.

  • Establishing a strong advisory relationship with client management to understand their needs and align our products and services.
  • Developing client plans with goals and key performance indicators and monitoring progress.
  • Serving as an advocate for client needs and issues across the company and ensuring effective resolution.
  • Designing and implementing activities to continually improve the value and impact of our products and services.
  • Identifying and developing opportunities to expand the client’s use of products and services and deepen our relationship.

Skyward, A Verizon company is hiring a Customer Success Manager. This position will be a part of the Customer Success team and responsible for owning all customer facing learning and development documentation and assisting with all incoming support requests. This person should have strong technical skills, a knack for problem solving, eagerness to learn new skills, show attention to detail, and offer a positive customer support experience with every interaction. The ideal candidate will have knowledge and experience in sUAS industry.

What you’ll be doing...

  • Managing customer requests in a knowledgeable, articulate, and timely manner, while diagnosing and solving customer issues/inquiries
  • Create, track, and update support tickets using Jira and report out during bi-weekly defect meetings
  • Confirm, reproduce, and escalate potential product defects with proper documentation
  • Work closely with the Customer Success, Product, QA, and Engineering teams to surface and rapidly fix open issues
  • Occasional phone /screen share time with customers
  • Remain up-to-date with Skyward’s latest releases and be the product expert
  • Contribute to our customer knowledge base and internal technical documentation
  • Own customer facing training material to support self serve through articles, videos, and interactive walkthroughs
  • Responsible for keeping documentation up to date and relevant

What we’re looking for...

You have a drive to deliver superior customer service. Assessing a situation quickly and coming up with solutions comes naturally to you. Skilled at developing and nurturing strong business relationships, you are able to persuade and motivate others to achieve optimal outcomes that are mutually beneficial. You are a strong team player with the ability to take ownership of your work.

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 in client relationship management.

Even better if you have:

  • A degree.
  • Five or more years of experience.
  • Experience increasing customer satisfaction, adoption, and retention.
  • Worked previously in the telecommunications industry.
  • Experience in closing sales at a management level.

You will need to have

  • 2+ years in a customer facing role
  • Current 14 CFR Part 107 remote pilot
  • Able to support East Coast customer support hours
  • Demonstrare history of strong achievement and self-motivation
  • Excellent interpersonal communication skills, attention to detail, and strong organizational skills
  • Bachelor's degree or equivalent work experience

Even better if you have:

  • Experience and comfort using technology and digital collaboration tools, such as G Suite, Client Success, UserIQ, Salesforce, Slack, Jira, etc.
  • Commitment to proactive collaboration and accountability for solving customer issues
  • Able to juggle multiple tasks in this fast-paced environment
  • Someone who is eager to learn the Skyward SaaS platform (web & mobile apps) at expert-level proficiency
  • Comfortable developing and recording training tutorial videos
  • Some experience with sUAS mapping tools such as DroneDeploy, Pix4D, etc.
  • Familiarity with small unmanned aircraft system operations, equipment and performance characteristics

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.