Analyst-Account Services

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.

Customer Success Manager (CSM)

Analyst-Account Svcs

Job description

Be part of something exceptional. You’re good at what you do, so it makes sense you want to work for a company that helps you realize your full potential. As part of Verizon Connect, your talents will impact thousands of customers around the world. You’ll be making a real difference in the everyday lives of people everywhere. In Verizon Connect we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

What you’ll be doing

Customer Success Manager (CSM) is a full-time individual contributor role within our Global Customer Success organization. The Customer Success team is obsessed with guiding customers towards achieving their business objectives through value added interactions, expectation management and partnership with internal teams. As a CSM you will manage assigned customer portfolio as your own book of business. Key activities include but are not limited to understanding customer goals, creating success plans and guiding customers through, identifying and managing churn risks, discovering growth and expansion sales opportunities, be the voice of the customer.

Essential job functions:

• Verify key business objectives the customer is looking to achieve, understand what success means to them, and build a success plan towards there.

• Accelerate speed to value by enabling customers to start benefiting from the product during the onboarding phase.

• Drive product adoption through available digital content as well as group or individual training sessions.

• Develop and maintain relationships with key customer stakeholders and decision makers.

• Actively perform value added customer conversations throughout the life of their contract with the ultimate goal of customer retention and growth.

• Proactively monitor early churn indicators and step in with needed actions to prevent customers from leaving.

• Actively look for growth, referral, and expansion sales opportunities. 

• Proactively manage renewals pipeline identifying and addressing potential risks.

• Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.

• Forecast, execute and meet key account performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth.

• Advocate for customers internally by sharing their voice.

• Support the local team with contractual matters and project work.

• Actively cooperate with related stakeholders and teams across the globe.

What we’re looking for

An ideal candidate should have knowledge and/or experience in Customer Success of the IOT/Telematics/SaaS industry with a clear understanding of what drives customer retention and growth, as well as strong willingness to develop further.

We are looking for a professional with strong developed skills listed below:

• A business degree and/or experience and/or excellent understanding of Customer Success and/or Account Management ideally with historical records of retention and growth of customer base (mandatory);

• Fluent written and verbal communication in English is required (mandatory);

• Communicative verbal and written skills of another European language are an advantage (not mandatory);

• Excellent communication, listening and analytical skills (mandatory);

• Previous experience working with SAP, Salesforce and Gainsight are an advantage (not mandatory);

• Excellent time management, organizational and prioritization skills (mandatory);

• General understanding about IOT products and solutions;

• Structured “can-do” approach to open matters and tasks in a demanding environment;

• Methodical and conscientious documentation skills;

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

What we’re offering

• Full-time employment agreement in a stable and growing international company with a winning team spirit and high customer satisfaction level.

• Attractive pay with incentives as well as additional benefits.

• Personal development opportunities – recurring training, workshops and online webinars as well as special study programs.

• Growth opportunities – the company size and wide geography offers no limits in advancing careers and fulfilling personal goals.

• International and modern working environment – company provides best in class facilities and up to date working tools.

• Work that matters – the work we do every day impacts the overall success of many businesses and helps to make the world more environmentally friendly.

Where you’ll be working

Scheduled Weekly Hours

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.