Lead Spec-Account Svcs

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you’ll be doing...

You will be primarily responsible for establishing a lifecycle relationship with a
dedicated client base. After we install a wide range of technologies at a client,
the team is responsible for ensuring customer happiness every day. As a Premier

Customer Success Manager, you will provide billing support, respond to customer

inquiries, resolve service issues and implement action plans in a fast-paced, results-oriented accounts team. 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.

• Monitoring KPIs across several technologies and implementing action plans when needed.
• Serving as a point of contact for all service related matters to ensure customer satisfaction.
• Leading efforts to escalate across internal groups to resolve issues impacting customer service.
• Resolving business problems and escalated issues by working closely within and across teams.
• Ensuring team compliance with existing agreements, policies and reporting requirements.

What we’re looking for...

You’ll need to have:

• Bachelor's degree or four or more years of work experience.

• Three or more years of relevant experience required, demonstrated through work experience and/or military experience.

Even better if you have one or more of the following:

• A degree.
• ITIL v3 Certification or will obtain certification within 6 months of your startdate.
• Worked in a client facing role and resolved operational problems.
• Managed and negotiated with internal and external organizations.

Additional Job Description:

Responsible for providing customers with post-sales account support and maintaining lifecycle relationship with a dedicated client base. Drive customer satisfaction of a Verizon product or solution across a variety of technical and non-technical support functions. This could also include managing the transition of client projects from development through delivery. They act as a point of contact or work whose goal is to fulfill customer contract requirements and ensure a positive customer experience and loyalty.
* Provides post-sales, lifecycle relationship and support and/or analytical support to assist in solving a wide range of issues or problems of varying complexity.
* Performs analysis of issues or problems impacting the customer/client.
* Periodically, makes recommendations that aid in the successful completion of projects within a product or functional area often after conferring with supervisor/manager.
* Monitors defined KPIs across several technologies and implements action plans when metrics fall below agreed KPIs.
* May provide financial support relative to contractual commitments and SLAs, including billing account strategy, setup and optimization.
* May perform some components of project management, including vendor management.
* Drives projects / tasks involving internal/external organizations to a successful and timely conclusion to meet customer and departmental objectives.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Scheduled Weekly Hours

Equal Employment Opportunity 

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.