Customer Success Executive

  • Verizon
  • Wallingford, CT 06492, USA
  • May 28, 2021

Job Description

What you’ll be doing... The Advanced Communication Customer Success Executive is responsible for driving enterprise and end user adoption through direct engagement with our main POCs and stakeholders within the enterprise customer base. In addition, the CSE will focus on customer success planning and execution, and the formalized motion of working with director level to C-level customers to capture and document their desired business outcomes associated with their investment in Verizon Advanced Communications platforms. Once established, the CSE will work with the customer over the lifecycle of the agreement to measure, remediate as needed, and validate success on a recurring basis, and ensure the customer is able to extract maximum value from their relationship with Verizon. The CSE will also establish monthly/quarterly executive insights around metrics and utilization that will contribute to the lead Verizon account team’s monthly and quarterly business review process. The executive will focus in the areas of Verizon provided Unified Communications & Collaboration (UC&C), and Customer Experience (CX) platforms. These platforms include, but are not limited to, Verizon UCCaaS and Hosted Calling Services, Cloud Connect Audio/Webex, Webex Teams, Zoom, One Talk, Verizon Communications Express, IP Contact Center, and Virtual Contact Center. The role includes working with the internal Verizon sales account teams to develop and execute an overall adoption and expansion strategy to drive growth within the entire enterprise, including divisions, subsidiaries, lines of business, departments, etc. Compensation will be tied to customer adoption and revenue growth within the assigned customer base/segment. This role is an outside focused sales position with responsibility for partnering with the customer, lead account team, Customer Success Specialist, and Verizon implementation/PM roles to facilitate increased adoption of the above products/services, and associated usage, and ensure our customers are able to meet their desired outcomes through the use of Verizon Advanced Communications Responsibilities: Engage pre-sale or post contract signature as appropriate, and initiate, develop, and execute customer success planning related to customer’s desired outcomes, and their use of Verizon Advanced Communications Establish and maintain on-going relationships with primary executive stakeholders, and working level team members, carrying out success planning and adoption strategies Drive adoption strategy of Verizon UC&C and CX services through direct customer engagement in partnership with Account Manager’s and implementation teams Lead engagement related to our ecosystem partner’s lifecycle advisor and incentive partner programs, including initial success plan creation and customer validation of plan, including submission of customer validation to the ecosystem partner Accelerate revenue through identification and closure of incremental IP usage (outbound IP, IP Toll Free, IP Audio Conferencing, etc) Provide oversight and management of key IP Toll Free, UCCaaS, and CCA, CMR/Webex implementations UCCaaS, VCE, One Talk – initiate and execute customer specific campaigns to capture additional seats and users, and capture outbound IP usage business in all accounts. Execute end user training as needed. CCA/Webex, Zoom, – During the implementation period, and following, adoption specialist will own the following customer facing activities End user and administrative training Campaigns to create awareness across the enterprise Periodically update customer on new feature functionality Drive utilization and audio usage adoption across the enterprise IPCC - Focus on IP Toll Free transport sales closure and implementation support through direct engagement with Account Manager (ETC), customer, and offshore PM group. Own outcome of overall IP Toll Free project and customer experience by matrix managing team to ensure timely project completion. Own IPTF opportunity support as IP transport deals move through the pipeline and strategic IPCC deals pull through additional IP Toll Free opportunity VCC - Develop adoption plans and strategy focused on ensuring call center agents ability to consume and fully leverage the platform capabilities and features Illustrate ability to quantify each customer’s adoption and consumption profile with available metrics, and plan accordingly to work with customers to leverage metrics to show opportunities for continuous adoption improvement, based on customer business needs and desired outcomes. Support and actively participate in the business development of the practice by identifying additional Advanced Communications business opportunities within the current client base Partner with sales teams to provide high level and informed business consulting with a particular emphasis on demonstrating the value and role of Advanced Communications services in large businesses Utilize SFDC and other technology as a tool to identify contacts within customer base and house activity and campaign information reporting on daily and weekly progress within assigned accounts What we’re looking for... Requirements: You’ll need to have: A 4 year degree or equivalent relevant work experience A minimum of 5 years prior sales experience with the knowledge and ability to take a lead role with a focus on Advanced Communications portfolio (Call Center Services, Unified Communications, and collaboration solutions) Even better if you have: Experience with personal use of technology and collaboration tools (webex or net conferencing tools), video communications (Skype/MSFT Teams, Zoom, Jabber, various telepresence and video solutions) and ability to grasp how these types of tools and others can be applied in large business customers Knowledge of one or more vertical businesses (Public Sector, Retail, Finance, Manufacturing, Utilities, Healthcare, Logistics, etc.) for which the enterprise architecture is being developed Strong presentation and written/verbal communication skills at multiple levels of an organization Strong presentation skills (white board) aimed at aligning technical solutions with business value Strategic Analyst for Global Implementation of Products Project and program management planning and organizational skills Basic MS Office Proficiency and the ability to create and manipulate spreadsheets and PowerPoint presentations. Experience using GSuite 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 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.