Verizon Client Services Coordinator in Cary, North Carolina
What you’ll be doing...
The Client Services Management function is accountable for the post-sales relationship with the client; overseeing the operational 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 Client Services Coordinator role typically focuses on performing basic activities for a single technology/customer. Works under supervision of other team members.• Support Verizon Credo through adherence to company policies, processes and practices• Network Optimization including customer diversity requirements, network diversity planning and network hardening on installed services• Business Continuity including back-up and disaster recovery plans• Life Cycle Performance Management. Assist in performance analysis. Initiate / produce customer network reporting including monthly and quarterly performance reports utilizing system-generated reports where available, SLA compliance reports as required and ad-hoc reports to evaluate network needs.• Manage individual technical incidents and problems impacting customers’ service availability and escalation of incidents to appropriate levels in the proper organization.• Problem Management. Provide research and analysis of Incidents classified as Problems providing recommendations for Plan of Action to address a permanent solution.• Develop detailed root cause analyses or Reason for Outage reports in response to critical customer outages or catastrophic network issues for nominated customers.• Customer Relationship Management. Be a customer advocate. Maintain regular communication with assigned customer contacts to understand and manage performance / service expectations and partner with Program Delivery Executive and Service Program Manager on all service reviews.• Ensure smooth communication within the account team and other cross-functional teams.• Attend customer meetings, providing meeting minutes and action items where neededEnsure customer utilization and knowledge of customer portal for network management tools, including providing customer training as necessary.
What we’re looking for...
You'll need to have:• Bachelor’s Degree or one or more years of work experience.• One or more years of relevant work experience.
Even better if you have:• Solid organizational skills.• Demonstrated ability to interface and work with customers and associated vendors.• Strong interpersonal, written communication and presentation skills.• Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word.• Telecommunications or related experience.• Leadership skills.• Ability to manage and negotiate with required internal and external organizations.• Knowledge of Verizon technical processes and systems.• Technical / network / telecommunications knowledge including key products and services (e.g. MPLS and IP), specialized services and technologies such as VOIP, managed hosting, managed security services, LAN management or Solution Services.• Technical Certifications including Cisco, etc.• ITIL v3 certification (or completed within 6 months of start date).
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
We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.