Job Description

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 V Team Life.

What You’ll Be Doing...

In this role, you will assume the responsibility for new revenue growth, revenue realization, and new logo customer experience. driving customer satisfaction across all segments. They will provide expert knowledge of our key voice network and fraud services. They will lend their expertise to strengthen customer relationships, drive new cross-sell and upsell revenue, and align with all specialist sales teams to orchestrate the customer journey with Verizon.

This is a people leadership position and will challenge all team members to exceed targets, build a culture of success, and manage major customer Voice solutions to grow and protect our base of $520M+ of voice revenue. They will encounter thousands of orders annually and collaborate to overcome challenges and engage internal ecosystem partners.    

This role will optimize the deployment of Verizon services, collaborate extensively with clients and internal stakeholders to manage sales initiatives, augment revenue, and fulfill strategic goals within the Connected Experiences portfolio and work across the organization to meet customer needs with a focus on business process improvement and customer relations. 

Responsibilities:

Customer Engagement and Enablement:

• Build and maintain strong relationships with customers, focusing on understanding their needs and providing tailored solutions.

• Proactively guide customers on best practices for utilizing Verizon's self-service tools and resources, empowering them to manage their accounts effectively.

• Enable training sessions and workshops to educate customers on new products, services, and emerging technologies that compliment their voice services.

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Sales and Revenue Generation:

• Collaborate closely with sales teams to identify and pursue new business opportunities within the Connected Experiences Voice portfolio.

• Develop and execute strategic plans to drive revenue growth and achieve Voice growth revenue targets.

• Enable delivery of customer solutions to follow with cross sell and upsell services like voice security. 

Project Management and Deployment:

• Oversee the implementation and deployment of Verizon Voice services, ensuring projects are completed on time, within budget, and to the customer's satisfaction.

• Coordinate with internal teams and external vendors to manage project timelines, resources, and deliverables.

• Proactively identify and mitigate potential risks and roadblocks that could impact project success.

Cross-Functional Collaboration:

• Work closely with various internal departments, including product, engineering, GTS, marketing, and customer support, to align on customer needs and deliver a seamless experience.

• Foster a culture of collaboration and teamwork across the organization.

• Act as a liaison between customers and internal teams, advocating for customer needs and ensuring their voices are heard.

Team Leadership and Development:

• Lead, engage and manage a team of professionals, providing guidance, support, and mentorship.

• Help define clear performance expectations, provide guidance to accelerate team members capacity and engage in regular feedback.

• Identify training and development opportunities to enhance team members' skills and capabilities.

• Continue to foster a positive and inclusive work environment where team members feel valued and motivated.

Operational Excellence and Continuous Improvement:

• Analyze solution performance metrics and identify areas for improvement.

• Implement process improvements to enhance efficiency, productivity, and customer satisfaction.

• Stay abreast of industry trends and best practices to drive innovation and maintain a competitive edge.

Escalation Management:

• Serve as the first point of contact for customer escalations and complaints.

• Investigate issues thoroughly, identify root causes, and develop effective solutions.

• Communicate with customers in a timely and professional manner, keeping them informed of progress and resolution.

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Tools and Technologies

• Salesforce (SFDC)

• ProQuest

• ISR

• GSuite

• VECRM

• Provisioning Controller

• CSR Pro

• ESAP

• IAC

• EzStatus

• IntradaPro

• TYRA

• INSITE

• E-commerce platforms

• VoIP reporting tools

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Key Skills

• Customer relationship management

• Sales and negotiation

• Project management

• Team leadership

• Problem-solving

• Communication

• Time management

• Organizational skills

• Adaptability

• Technical proficiency 

You'll need to have:

• Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

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

• 5+ years of experience in a people management role, Strong sense of ownership.

Even better if you have:

• Experience with planning and organizing capacity

• Utilizing your unique talents, passion, and excellent customer service skills, as part of an #ALLIN Team.  

• Able to take initiative, prioritize, and manage workload independently

• Strong presentation and written/verbal communications skills at multiple levels of an organization

• Project and Program Management, planning, and organizational skills

• Ordering knowledge and proficiencies

• Good leadership & people management skills

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When you join Verizon...

You’ll have the power to go beyond - doing the work that’s transforming how people, businesses, and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and the opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're 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. Different makes us better.

Where you’ll be working

In this mobile role, you'll primarily work from customer or field location(s), with occasional visits to a Verizon location for in-person training and meetings.

Scheduled Weekly Hours

40

Equal Employment Opportunity

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

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. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $118,000.00 and $220,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.

Job Tags

Full time, Temporary work, Part time, Work experience placement,

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