.When you join Verizon Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.What you'll be doing... Customer Success Manager (CSM) is a full-time customer facing individual contributor role within our Global Customer Success organization. The Customer Success team is obsessed with guiding customers towards achieving their business objectives through value added interactions, expectation management and partnership with internal teams. As a CSM you will manage the assigned customer portfolio as your own book of business. Key activities include but are not limited to understanding customer goals, creating success plans and guiding customers through, identifying and managing churn risks, discovering growth and expansion sales opportunities, and being the voice of the customer.Essential job functions:Verify key business objectives the customer is looking to achieve, understand what success means to them, and build a success plan towards there.Accelerate speed to value by enabling customers to start benefiting from the product during the onboarding phase.Drive product adoption through available digital content as well as group or individual training sessions.Develop and maintain relationships with key customer stakeholders and decision makers.Actively perform value added customer conversations throughout the life of their contract with the ultimate goal of customer retention and growth.Proactively monitor early churn indicators and step in with needed actions to prevent customers from leaving.Actively look for growth, referral, and expansion sales opportunities.Proactively manage renewals pipeline identifying and addressing potential risks.Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.Forecast, execute and meet key account performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth.Advocate for customers internally by sharing their voice.Support the local team with contractual matters and project work.Actively cooperate with related stakeholders and teams across the globe.What we're looking for... An ideal candidate should have knowledge and/or experience in Customer Success of the IOT/Telematics/SaaS industry with a clear understanding of what drives customer retention and growth, as well as strong willingness to develop further
