Customer Success Team Leader - Italy

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...

Full-time leadership role within the Global Customer Success organization. The Customer Success team is obsessed with assisting customers to reach their business objectives while driving the best in class customer experience and assuring revenue retention and growth through long-term relationships with our clients. Key daily activities include (but are not limited to) enabling a frontline team of Customer Success Managers (CSM’s) to actively communicate with customers and help fulfilling their expectations and business objectives, manage renewal pipeline, identify and address risks, and build long term relationships with the customer base. Additionally as a leader you will be acting as a customer facing escalation point, while driving improvements and ensuring your team meets expected key metrics for your book of business.

Essential job functions:

• Consistently drive the Italian Customer Success team towards delivering best in class customer experience and achievement of business objectives.

• Actively monitor and manage team’s performance to meet the global key metrics (such as but not limited to net revenue retention rate, customer satisfaction score, service quality).

• Maintain up to date performance actuals and forecasts.

• Represent Italian book of business in performance reviews.

• Enable the team to efficient and effectively manage their customer portfolios throughout the customer lifecycle.

• Lead, mentor, coach, and develop a high performing team of CSM’s in Italy.

• Be comfortable mitigating and managing escalations with customers.

• Identify and drive process improvements to allow the best customer and employee experience (“A Beginners Mind-set”).

• Actively cooperate with stakeholders and teams across the globe.

What we’re looking for...

The ideal candidate should have knowledge and experience in supporting IOT/telematics branch customers, leading teams and a proven record for clear understanding of what drives best in class customer experience, as well as strong willingness to develop further.

You’ll need to have:

• Bachelor's degree or four or more years of work experience in B2B customer service environment with proven ability to develop relationships with customers;

• Four or more years of relevant people leadership work experience in a commercial or customer service environment;

• Fluent written and verbal communication in English and Italian is required;

• Excellent communication, listening and troubleshooting skills;

• Well-developed time management and prioritization skills;

• Structured “can-do” approach to navigate through a demanding and complex environment;

• Methodical and conscientious documentation skills;

• Willingness to develop while identifying opportunities over self-reflection.

• Previous experience working with SAP, Salesforce & Gainsight are an advantage;

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

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.

Where you’ll be working

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

Scheduled Weekly Hours

40

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.