Verizon Lead Specialist-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 delivery & project management 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 Lead Client Services Specialist role is based on-site in Cary, NC or Irving, TX and provides post-sales, lifecycle relationship, governance and support of an assigned client base of high complexity and/or analytical support to solve a wide range of issues or problems. Performs analysis of issues or problems. Periodically, makes recommendations that aid in the successful completion of projects within a product or functional area. Monitors defined KPIs (Key Performance Indicators) across several technologies and implements action plans when metrics fall below agreed KPIs. Provides financial support relative to contractual commitments and SLA’s, including billing account strategy, setup and optimization.
What we’re looking for...
Nice to have:
Responsible for all Service Delivery functions/orders for client-drive progress and order closure & revenue
Accountable for lifecycle governance of an assigned client base of high complexity
Accountable for the Service Relationship and the overall clients’ satisfaction with Verizon
Develop a working knowledge of the clients services and operations, and have the ability to work through business challenges by collaborating to develop solutions to everyday problems
Responsibility for communication through resolution of any given issue or Service Improvement Plan. Manage Key Performance Indicators (KPIs) of supplier groups (Centers of Excellence (CoE) and service assurance teams.
Provide overall Relationship Governance by serving as client advocate between Customer and various Verizon organizations. Provide value added assurance for timely proactive resolution of any given issue.
Engages shared resources for assistance with transactional work as applicable
Maintains regular communication with assigned customer contacts to understand and manage performance / service expectations
Coordinates the establishment of customer specific Service Plans with strategic focus on Continual Service Improvement
Proactively develops & maintains existing client relationships
Understands Contracts and defined KPIs (Key Performance Indicators) and implements action plans when metrics fall below agreed targets
Administration of Standard Client Deliverables
Deliver and lead service delivery projects & work closely with order management on all projects and orders for the client
Performs analysis of issues or problems
Manage internal & external resources to attain client service levels based on contractual commitments
Provide oversight of client financial management metrics to ensure client contractual commitments are met
Maintain Service focused Open Action Item logs and Continual Service Improvement register
Responsible for identifying opportunities within the base that can defend and drive new revenue growth
Maintain a thorough understanding of Verizon Products & Solutions
Support the Verizon Credo through adherence to company policies, processes and practices
Develop, execute and maintain the Continuous Service Improvement Plan
Facilitate beneficial Customer enablement by identifying and executing strategies to increase self-service utilization and expand self-service; Drive online and electronic media tool enablement and adoption
4+ year's Client Services experience and/or related degree.
4+ year's contracts/SLA experience
4+ year's experience managing post sales relationship of enterprise level clients
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
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