Verizon Client Services Management in Irving, Texas
What you’ll be doing...
The Client Services Management function is accountable for the post-sales relationship with the client; overseeing the operational health of Verizon Services from delivery through lifecycle support. Ensures and may manage internal & external resources to deliver services maintain their compliance with customer contractual commitments. Governs reporting and financial management relative to contractual commitments and SLA’s, including Billing account strategy, setup and optimization. Responsible to coordinate the establishment of customer specific Service Plans with strategic focus on Continual Service Improvement.
The Client Success Coordinator will be responsible for assisting the service team in providing core customer service activities to a single technology or customer. After we install a wide range of technologies, the Client Services team is responsible for ensuring customer satisfaction every day. You will be the voice of Verizon and an advocate for your customer as you work to continually improve our service. In this role, a vital part of the customer experience is in your hands. The work will be fast-paced, results-oriented and involve working closely with other functional teams.
•Accountable for the Client Relationship and the overall client satisfaction with Verizon.
•Must maintain a working knowledge of the clients’ operations, and have the ability to work through business challenges by collaborating to develop solutions to everyday problems.
•Be a strong customer advocate.
•Maintain regular communication with assigned customer contacts to understand and manage performance / service expectations.
•Coordinate the establishment of customer specific Service Plans with strategic focus on Continual Service Improvement.
•Proactively develop & maintain existing client relationships.
•Understanding of Contracts and defined KPIs (Key Performance Indicators) and implement action plans when metrics fall below agreed targets.
•Administration of Standard Client Deliverables.
•Deliver and lead Service Reviews.
•Manage internal & external resources to attain client service levels based on contractual commitments.
•Maintain ongoing Service Improvement Plan for key performance metrics at risk.
•Oversight of client financial management metrics to ensure client contractual commitments are met.
•Drive online & eMedia tool enablement and adoption.
•Maintain Service focused Open Action Item logs and Continual Service Improvement register.
•Identify opportunities within the base to drive new revenue growth.
•Maintain a thorough understanding of Verizon Products & Solutions.
•Support the Verizon Credo through adherence to company policies, processes and practices.
What we’re looking for...
You can defuse the situation, isolate the core issue and address the customer’s concerns. You are energized by the challenge of working through difficult situations and finding positive outcomes. You enjoy gathering information and understanding the facts of a situation. You’ve got exceptional critical thinking skills and like solving problems. You are flexible, dependable and work well on a team.
You’ll need to have:
•Bachelor’s degree or one or more years of work experience.
•Experience with the Microsoft Office product suite.
•ITIL v3 technical certification or completed within six months of start date.
Even better if you have:
•Experience working with customers and vendors.
•Prior telecommunications or related experience and knowledge of typical products and services.
•Ability to communicate with multiple levels of leadership.
•Excellent verbal and written communication skills.
•Proactive, responsible and self-motivated.
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, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.