Customer Success Support Head of Services

4 weeks ago

Ashburn, Virginia, United States Verizon Full time

Job Summary

Verizon is seeking a highly skilled Customer Success Support Head of Services to join our team. As a key member of our Public Sector organization, you will be responsible for providing post-sales, life-cycle relationship, governance and support to solve a wide range of issues or challenges.

Key Responsibilities

  • Responsible for the onboarding, adoption, outreach, expansion and retention of customers based on success outcomes.
  • Performs analysis of issues or problems and monitors defined KPIs (Key Performance Indicators) across several technologies and implements action plans when metrics fall below agreed KPIs.
  • Special attention and focus on partnering with Incident Management to resolve business challenges and growing customer's relationship with Verizon.
  • Responsible for coordinating the establishment of customer specific success plans that align with customer target outcomes, for providing analytical support, tracking projects (e.g., assisting in budget analysis and financial analysis, drafting cost estimates, work statements and billing).
  • Support the efficient collection, storage, transfer, manipulation, reporting of data as well as the need to deliver information for use by decision makers.
  • Identifying opportunities within Health & Human Services and associated Operating Divisions that can drive new revenue growth through a keen awareness of customer's motivation for buying & target outcomes.
  • Establishing of positive customer relationships to drive trust and loyalty.
  • Presenting Verizon performance information to executive level customers.
  • Acting as escalation POC to the customer for all service related matters and lead efforts to escalate across internal functional groups to resolve service or client business impacting issues.
  • Accountable for all issues related to service areas: repair, ordering/MACD, billing, VEC enablement
  • Consulting with Verizon subject matter experts and Network Engineering and Network Analysis organizations to reduce number of incidents
  • Coordinating fault resolution with the technical experts (e.g. on-site technicians, third party vendors, external telecom service providers, etc.).
  • Leadership of strategic projects related to operational capacity, contractor capabilities, and system support, including operations related to Repair, Testing, and Fulfillment operations.
  • Understanding customer requirements, suggesting appropriate products or services, and educating the customer on the use of EIS products
  • Coordinating with other departments on behalf of the customer account
  • Monitoring ongoing service management issues to ensure performance commitments are met
  • Establishing periodic status meetings and formal program reviews between the Contractor and HHS, including any applicable subcontractors, to discuss status of the services
  • Addressing customer concerns related to any product or service provided by the contractor under the EIS contract
  • Managing and tracking Service Orders (SO) for upgrades and new services
  • Providing first and last invoice reviews for the services, supporting resolution of open billing or credit action items, and researching billing disputes and issues
  • Providing incident-based dispatches within the specified response service level agreement for break/fix and repair maintenance

Requirements

  • Bachelor's degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • The ability to ascertain a GSA Public Trust security clearance.
  • Technical understanding of telephony products and services, including all TPV solutions in relation to UCaaS & Conferencing.
  • Knowledge of service management processes and related support teams.
  • Willingness to be on call for after-hours support as needed.
  • An MBA degree.
  • Managing and influencing senior client relationships.
  • Prior Public Sector service management, technical account management, or account manager experience.
  • Experience with complex Managed Services Accounts and Customized Telecommunication Services and program delivery.

What We Offer

Verizon is 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.

We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. Check out our diversity and inclusion page to learn more.

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 benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package.

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