Customer Success Manager
- New York, NY, United States
- Full-Time Customer Service
- Job # 557358
- Date posted - 2021-02-23
When you join Verizon
Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.
What you’ll be doing...
You will be a primary supporter and trusted advisor to all facets of the customer lifecycle. Our Customer Success team advises and guides a wide variety of clients, ensuring they launch Skyward successfully, adopt it widely and are continually driving business value and account expansion.
As the primary contact post-sale, your responsibilities will include onboarding new customers, including team training and account configuration, continued support, renewing accounts and recognizing growth and expansion potential. Onboarding involves meeting with customers to understand their business goals, share best practices, configure account details, and providing ongoing training -- both online, over the phone, and in person.
- Establish a trusted/strategic advisor relationship with each assigned account and drive continued value of our products and services.
- Work directly with customers and with the sales team to identify and/or develop upsell opportunities.
- Manage support escalations and coordinate with Engineering as necessary to minimize the risk of churn.
- Address and follow up on support issues for assigned customers.
- Identify repeat issues and escalate with Product Management to prioritize in the roadmap to reduce customer friction and increase customer satisfaction.
- Assist and/or lead product demos for various meetings.
- Create enablement materials to ensure your customers are leveraging the platform’s functionality to its fullest potential.
- Document internal processes and update playbooks to reflect internal best practices.
- Advocate on behalf of the customer and share insights with the Skyward team.
What we’re looking for...
You will need to have:
- Bachelor’s degree or four or more years of work experience.
- Four or more years of relevant work experience.
- Three or more years of customer facing experience working closely with mid to large accounts.
- One or more years of sales experience, preferably in SaaS.
Even better if you have:
- Interpersonal communication skills, attention to detail, strong prioritization and organizational skills.
- Proven ability to work and succeed in a fast-paced, changing environment.
- Strong computer and presentation skills.
- Working knowledge of Google’s tool suite and CRM solutions including Salesforce.com.
- Experience of the UAS space.
- Willingness to travel up to 25%.
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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.Check out our diversity and inclusion page to learn more.
Moving the world forward together
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