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Support Account Manager

07/05/2018Call Center
Job Location:
Waltham, MA
Metro Area:
MA - Boston (Manchester)
Company Name: Verizon
Website:  Click to Visit
Verizon

What you’ll be doing...

The Support Account Manager will work with the corresponding Account team, Customer Support, Development, Business Units, Partners and Customer personnel to understand: The customer's business and technical environment. The short and long term goals for those products the customer has deployed. The Support Account Manager's responsibilities will also include the following: Proactively manage technical issues according to the customer’s business priorities to avoid business critical situations. Design and develop account management strategy documents based on customer analysis and assessment. Act as an escalation point for the customer and Verizon Connect personnel. Alert personnel of major upgrades or implementations and to be on-call during that timeframe. Coordinate or assist onsite technical resources to work toward resolution of issues with major upgrades or implementations. Act as a support advocate for the customer on requests for new product features. Review Verizon Connect support policies and guidelines with the customer, including service levels and escalation procedures. In addition, the Support Account Manager will set up conference calls with the customer based upon their needs by location or product to track on-going activity.

 

The Support Account Manager (SAM) plays a vital role in shaping the customer’s experience with Verizon Connect product and services under Premier Support contract. The SAM engages with their customer as a principle contact point for all technical issues, concerns, and guidance. It is the job of the SAM to guide their customer to continual success and shepherd them clear of difficulty.

In this role, the SAM should aspire to level of "Trusted Advisor" in their customers’ eyes. This is achieved through strong and consistent relationship building, and a proven track record of sound decision making, technical and managerial competence, and inspired confidence in one’s own abilities and motives.

SAM will endeavor to reduce time-to-resolution of all support incidents raised under Premier contract, judiciously engage resources throughout Verizon connect during critical times of need, and appropriately managing the customer’s perception and expectations of
Position Requirements

Excellent communication, organizational and time management skills.- Excellent troubleshooting skills.- Strong leadership skills.- Prior successful experience delivering technology solutions to all levels within an organization, from executive management through the technical staff.- Proven ability to develop relationships with customers.- Experience participating with sales people and being responsible for the technical aspects of the sales cycle.- Systems administration on relevant systems.


A successful SAM demonstrates strong skills in end-to-end customer and stakeholder management. The SAM must be able to communicate effectively at all levels within both the customer’s organization, Communication, above all else, is the key-critical attribute that the SAM must develop and own.

Optimally, the SAM will have practical knowledge, via sales, support, services, etc., of IT infrastructure, the systems used to support it, the guiding principles and best-practices that drive IT, and a Bachelor’s degree, in a related or complimentary field of study. The SAM should be recognizable as a leader, a coach, and a mentor.

What we’re looking for...

Optimally, the SAM will have practical knowledge, via sales, support, services, etc., of IT infrastructure, the systems used to support it, the guiding principles and best-practices that drive IT, and a Bachelor’s degree, in a related or complimentary field of study. The SAM should be recognizable as a leader, a coach, and a mentor.

Additional competencies important in the success of the Sr. SAM include:

    • Direct experience with VC product and solutions or SaaS offerings.
    • A degree of technical acumen that allows the SAM to track and understand highly technical topics and scenarios.
    • An (approximated 15%) availability to travel.
    • The ability to recognize potential revenue opportunity and engage the account team.
    • A passion for exceptional customer service. Work closely with customers’ project management team to ensure stable, trusting relationships
    • Design and develop account management strategy documents based on customer analysis and assessment
    • Stay current on major product issues affecting customers so that you can anticipate and prevent problems within your accounts
    • Provide timely, proactive review of outstanding issues to customers
    • Serve as primary point of contact for customers for account management and escalation issues
    • Proactively identify new consulting and product sales opportunities within the organization
    • Enhance customer satisfaction level with provided products and services, through meeting customer expectations, follow-up, and positive problem resolutions
    • Maintain technical competence by keeping abreast of technology and technological developments, practices, procedures, etc.
    • Plan and direct own activities with minimal management supervision
    • Provide an informal leadership role to other support representatives within the organization
    • Bachelor’s degree in Computer Science or equivalent experience


Keywords: Telogis,Verizon Connect , Skyward, Verizon , Fleetmatics, networkfleet

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.

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