- Entry level
- No Education
- Salary to negotiate
- Temple Terrace
What you’ll be doing...
At Verizon Connect, we guide a connected world on the go.
We’re in it to win it. Today we’re the #1 global provider of fleet management solutions for both enterprise and small/medium businesses. Our consumer products, like Hum, create a more connected ride with vehicle diagnostics, emergency assistance, and WiFi. And to top it off, our partnerships with major car manufacturers help us care for more drivers with our connected technologies.
As a top 20 SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.
We’re growing! This is a new position on our customer care team with the opportunity to have a major impact on our Customer Obsession. We need your strong leadership, sense of urgency and attention to detail to build on our existing programs. This role can be based in Temple Terrace FL, or San Diego CA.
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 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 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 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 during critical times of need, and appropriately managing the customer’s perception and expectations
- 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.
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.
About the company
For more than 100 years, Verizon has been at the center of the communications revolution.
Verizon is one of the largest communication technology companies in the world.
We help people, businesses and things communicate better.
The digital world promises consumers a better, more connected life, and we’re the ones delivering it. We make it possible for people to stay in touch and businesses to connect with their customers. We’re also bringing technology and hands-on learning opportunities directly to kids who need it most. Our goal is to inspire tomorrow’s creators to use technology to build brighter futures for themselves, their families and the world.