Verizon Client Services Consultant in Cary, North Carolina

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.

Responsibilities

  • Ensure Verizon is meeting all its contractual key performance indicators (“KPIs”), service level agreements (“SLAs”), and operating level agreements (“OLAs”) as determined within the Customer contract.

  • Service Level Management: Oversee Verizon service SLA governance, including contractual SLAs and contractually defined SLA deliverables and deliverable timing.

  • SLA Performance Management: Identify SLAs not being met and liaise with involved departments to execute corrective action. Identification and corrective trends would be represented in a Service Improvement Plan (SIP).

  • Closely monitor Client Health Index (CHI) in VECRM, Transactional VOC (Voice of the Customer) surveys and Customer Relationship Surveys.

  • Develop, execute and maintain the Continuous Service Improvement Plan.

  • Proactively develop and maintain relationships with Customer executives as well as building new relationships with the Customer.

  • Review Customer contract performance for compliance with the master agreement terms, including monitoring of all minimum volume commitment thresholds and executing changes as needed. Report results in the Governance Plan review.

  • Develop risk mitigation strategies for Customer services as determined with Customer at engagement planning and kickoff.

  • Provide Customer recommendations during contract negotiations for supportable and executable terms included in agreements, amendments and SOW’s.

  • Prepare monthly / quarterly / annual performance reports for presentation internally within Verizon and to the Customer during governance/service reviews.

  • Manage and update Verizon and Customer SLA reporting tools and dashboard reporting.

  • Maintain a central repository of all Customer governance and SLA performance reports.

  • Collaborate with different Customer business units to agree style, format, data requirements and frequency for Service reporting, where possible achieving global standardization and streamlining of report production.

  • Prepare ad-hoc and custom reports for Customer, Program Delivery Executive and Sales team as required.

  • Develop solutions for complex business and Customer challenges and provide complex problem solving

  • Create and maintain Customer SharePoint site for internal use.

  • Ensure that Contracts, Amendments and SOF’s are managed and tracked through the end-to-end process. Knowledge of Contract Viewer.

  • Work closely with Sales, Pre-Sales and other Verizon internal teams to ensure a smooth processing and handover of legacy and Current Platform (VRD) orders.

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.

Qualifications Preferred:

  • 6 or more years of relevant experience.

  • A Bachelor's degree or equivalent experience.

  • Experience in networked IT services / telecoms

  • Flexible work-attitude, willing to work at irregular hours when required.

  • Absolute proficiency in personal and business communication at all levels.

  • Ability to give guidance and coaching to peers and subordinates.

  • ITIL Intermediate certification is desirable.

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.

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