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Lead Specialist-Client Services Management

Company: Verizon
Location: Miami
Posted on: May 19, 2019

Job Description:

What you'll be doing...

You will manage multiple projects and work with a diverse team of individuals to drive customer goals to fruition. You will work collaboratively with the customer to bring next generation services to the current network.


  • Lifecycle governance


    • Matrix manage all resources (internal and external) responsible to deliver services and meet contractual commitments.
    • Proactively develop and maintain executive client relationships as well as build new relationships within the account.
    • Establish and maintain client governance communication.
    • Highlight value and enhance opportunities to drive new revenue growth.
    • Provide consultancy and decisions on behalf of the organization as part of high level service reviews.
    • Contract management and compliance


      • Attain client service levels and service deliverables based on contractual commitments, by analyzing all contract requirements to develop service blueprint, managing global Day 2 Operations including contracted requirements assurance.
      • Provide Global Client Services inputs during the presales phase, and provide key support during the Deal Lifecycle Management process.
      • Global service level management


        • Monitor SLA agreements to ensure compliance.
        • Ensure SLA reporting for customer network performance is provided and ensure service levels are attained which includes managing KPIs of internal supplier groups (Order Management, Billing and Repair).
        • Proactively develop global risk mitigation strategies to ensure contracted SLA's are met.
        • Financial management


          • Provide financial management support relative to contractual commitments and SLA's, including Billing account strategy, setup and optimization, adapted to customer's financial needs.
          • Oversee global customer financial management results and trends.
          • Customer experience


            • Maintain knowledge of the customer's regional operations and complex integrated solutions and delivery of associated business outcomes.
            • Manage Verizon Services from delivery (along with Project Management) to Lifecycle support and achievement of associated service levels that deliver contracted business solutions.
            • Develop solutions for complex business and client challenges.
            • Global service plan and service improvement plan


              • Create and maintain versions of the Global Service Plan and any other service related documents.
              • Establish and maintain Service Improvement Plans for key performance metrics at risk and/or maintaining the Continual Service Improvement (CSI) roadmap.
              • Capacity management


                • Ensure service capacity is matched as agreed upon for current and future business demands of the customer.
                • Handle the planning, optimization of network setup and configuration to comply with customer systems and business requirements.
                • Service continuity management and problem management


                  • Ensure all services can be recovered in line with agreed business needs, budget and timelines (availability and SLA management).
                  • Be accountable for proactive analysis and assessment of problems to proactively address and resolve problems.
                  • Develop Disaster Recovery Plans (DRP) processes along with the client and keep track of risk assessments on behalf of the client.
                  • Online enablement


                    • Drive online and eMedia tool enablement and adoption.
                    • Assist the customer with registration and enrollment for Verizon Enterprise Center (VEC) Tools and other online solutions provided to the customer.
                    • Provide training to the customer as required.

                      What we're looking for...

                      You'll need to have:

                      • Bachelor's degree or four or more years of work experience.
                      • Three or more years of relevant work experience.
                      • Experience with business software including Microsoft Office.
                      • Willingness to travel.
                      • Valid driver's license.

                        Even better if you have:

                        • Bachelor's degree.
                        • Excellent written and verbal communication skills with experience presenting to top level executives.
                        • Five or more years of Telecom experience, preferably managing customer programs.
                        • Project Management Professional (PMP) certification.
                        • ITIL certification.

                          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,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

Keywords: Verizon, Miami , Lead Specialist-Client Services Management, IT / Software / Systems , Miami, Florida

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