Senior Coordinator-Client Services Mgmt

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Job Description

What youll be doing...

You will analyze contract SLAs to make sure we are executing on our commitments as well as take responsibility for the strategy and vision of elevating the customer experience through reduction of service interruptions and issues and the enhancement of services and programs. In this role, you will be responsible for the performance of the technical program activities within your assigned accounts. You will be highly engaged with your customers to understand their business needs, understand any concerns, and create a plan to effectively address them.

- Monitor ongoing service management to ensure compliance with SLAs and performance commitments.

- Ensure that all contracted deliverables for new services are completed and properly transition for day 2 support.

- Participate in any technical, network, SLA, contract compliance escalation as appropriate.

- Engage with customer executives and Verizon executives in the prioritization and resolution of escalations, as appropriate.

- Assist Account Team in fielding any business and/or technical requests and engage the appropriate internal Verizon resources.

- Create performance reports and service level reports that will collectively show Verizons compliance or degree of non-compliance with service levels and compliance with associated performance requirements.

- Ensure that all contracted program deliverables are completed.

- Consult with customers on future technical efforts.

- Serve as a subject matter expert in customer facing pre-sales meetings to represent operational Verizon services.

- Handle overall customer relationship management in relationship to the technical program.

What were looking for...

Youll need to have:

- Bachelors degree or one or more years of work experience.

- Experience with Microsoft Office Product Suite, including PowerPoint, Excel & Word.

Even better if you have:

- A degree.

- Three or more years of relevant work experience.

- ITIL v3 certification or completed within 6 months of start date.

- Telecommunications or related experience and knowledge of typical products and services.

- Certifications including ITIL v3 or a PMP.

- Service Delivery or related experience.

- Project Management or related experience.

- Project management understanding and familiarity with core concepts.

- Knowledge of project management software (MS Project, Clarity).

- Verbal & written communication skills.

- Organizational skills.

- Leadership skills.

- Ability to manage and negotiate with required internal and external organizations.

#Customer Operations

When you join Verizon...

Youll have the power to go beyond - doing the work thats 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, youll 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 opportunity to learn and grow in every role. Together well go far.

Equal Employment Opportunity

Were 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.
  • 1
  • Negotiable
  • None
  • None
  • Re-98808
  • Permanent
  • 5

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