MoveTheWorldForwardTogether

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition 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...

As a Senior Client Services Manager, you’ll own our relationship with one or more strategic clients who operate large, highly-secure corporate and e-commerce systems. You’ll work with small teams of client delivery employees, deliver projects, maintain operational stability, and ensure overall client satisfaction. The strategic relationships you develop with clients, third-party vendors, and service delivery partners will be critical to our overall success.

Responsibilities:

  • Advocating for customers using a deep understanding of their systems, business priorities, and strategic direction.
  • Handling daily operations to ensure the delivered performance and services match customer needs.
  • Consulting with clients on challenges with their systems to deliver operational improvements and a tailored otherwise digital customer experience for shared resources.
  • Facilitating problem solving meetings between internal client engineers and the client.
  • Ensuring consistent increases in service and system performance over the lifecycle of the business relationship.
  • Translating customer priorities into business plans.
  • Aligning capabilities to deliver complex solutions with continually high-levels of customer service.
  • Solving problems and driving high levels of client satisfaction.

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager.

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 in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
  • Experience driving continuous value of IT services.
  • Knowledge of and experience with working with clients of various sizes.
  • Willingness to travel occasionally to client sites (as needed).
  • Fluency in Japanese.
  • Business-level fluency in English.

Even better if you have:

  • A degree.
  • ITIL Foundations v3 or v4 certification.
  • Project/program management training and/or experience.
  • Ability to identify client needs and develop and execute solutions.
  • Knowledge of what provides superior customer experiences, and the ability to resolve problems and drive optimal experiences.
  • Ability to work effectively on a team.
  • A drive for results.
  • Strong negotiation skills, and the ability to achieve win-win solutions for clients.
  • Customer success best practice knowledge and experience.
  • Experience in IT governance and managing an IT environment.
  • Experience with Client Service Management for Cyber Security environments (NOC and SOC client service management).
  • Experience working with complex, multi-divisional, multi-geographical customers.
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).
  • Ability to persuade, inspire, and motivate others.
  • Solid analytical, strategic thinking, and problem solving skills.
  • Ability to thrive in an ambiguous multi-tasking environment.
  • Ability to manage and prioritize multiple projects simultaneously.
  • Experience with strategic business development, including building and executing business cases.
  • Ability to create structure in ambiguous situations and design effective processes.