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Customer Success Manager

10/09/2019Call Center
Job Location: Portland, OR 97204
Metro Area: OR - Portland
Company Name: Verizon 97204

What you’ll be doing...

You will be a primary supporter and trusted advisor to all facets of the customer lifecycle. Our Customer Success team advises and guides a wide variety of clients, ensuring they launch Skyward successfully, adopt it widely and are continually driving business value and account expansion.

Customer Success Responsibilities

As the primary contact post-sale, your responsibilities will include onboarding new customers, including team training and account configuration, continued support, renewing accounts and recognizing growth and expansion potential. Onboarding involves meeting with customers to understand their business goals, share best practices, configure account details, and providing ongoing training -- both online, over the phone, and in person.

  • Establish a trusted/strategic advisor relationship with each assigned account and drive continued value of our products and services
  • Work directly with customers and with the sales team to identify and/or develop upsell opportunities
  • Manage support escalations and coordinate with Engineering as necessary to minimize the risk of churn
  • Address and follow up on support issues for assigned customers
  • Identify repeat issues and escalate with Product Management to prioritize in the roadmap to reduce customer friction and increase customer satisfaction
  • Have a deep understanding of the Skyward platform and solutions
  • Assist and/or lead product demos for various meetings
  • Create enablement materials to ensure your customers are leveraging the platform’s functionality to its fullest potential
  • Document internal processes and update playbooks to reflect internal best practices
  • Advocate on behalf of the customer and share insights with the Skyward team

What we’re looking for...

You will need to have:

  • 3 to 5 years of customer facing experience working closely with mid to large accounts
  • 1 to 3 years of sales experience, preferably in SaaS
  • Bachelor’s degree or equivalent work experience

Even better if you have:

  • Excellent interpersonal communication skills, attention to detail, strong prioritization and organizational skills
  • Proven ability to work and succeed in a fast-paced, changing environment
  • Strong computer and presentation skills
  • Working knowledge of Google’s tool suite and CRM solutions including
  • Ability to travel up to 25%
  • BONUS- experience or knowledge of the UAS space

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.

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