Customer Success Manager

Job Description

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

What you’ll be doing...

As Customer Success Manager, you will be passionate about customers (and we mean passionate!). Not only will you naturally seek to understand the customer’s business as if it was your own, you will work with the customer to grow and manage that business by using your extensive and instinctive consultation skills. You will be the customer's advocate, internally looking for solutions to customer issues and negotiate on the customer’s behalf to the benefit of both the customer and VZC. We are looking for people who are customer obsessed and willing to go the extra mile for customer satisfaction.

Responsibilities include:

This role will manage a virtual portfolio of approximately 200 Small to Medium Business Customers across Australia and New Zealand. Your key responsibilities will include:

• Protecting and defending annual revenue, and customer base by renewing service agreements with clients at a global minimum of 96% monthly.

• Acting as the Customer’s Trusted Advisor, conducting Customer consultations, where you provide the client with a greater insight into the product features and ROI benefits for clients.

• Completing periodic customer health checks to ensue you are aware of any areas of concerns for your client base and work with internal teams to rectify any issues.

• Serving as an advocate for client needs and issues across the company and ensuring effective resolution.

• Identifying and developing opportunities to expand the client’s use of products and services and deepening our relationship.

• Participating and/or leading internal teams on projects that drive customer satisfaction or streamline processes.

• Identifying business process improvements, knowledge sharing opportunities and coaching peers in your areas of Subject Matter Expertise to achieve overall business success.

What we’re looking for...

You’ll need to have:

• At least 3 years relevant experience.

• Experience in Client Relationship Management / Account management.

• Excellent communication and interpersonal skills, ability to negotiate.

• Strong team player, but still a self-starter – the ability to lead by example.

• Outstanding problem solving skills and the ability to use your own initiative.

• Multi tasking, you may be managing a large customer base with a range of needs.

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

• Experience with fleet management solutions.

• Knowledge of customer success processes and managing the client throughout the customer lifecycle.

• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).

• Strong business acumen and presence; comfortable communicating at executive/owner level.

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.

Acknowledgement of Country:

Verizon acknowledges the Traditional Owners of Country throughout Australia and their continuing connection to lands, waters, and communities and pays respect to Aboriginal and Torres Strait Islander Elders, past and present.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

38

Diversity and Inclusion

We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.