Customer Success Leader

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.

Customer Success Leader – Verizon Connect France

Job Profile: Supv-Account Svcs

Location: Grenoble, France

Job description

Be part of something exceptional. You’re great at what you do, so it makes sense you want to work for a company that helps you realize your full potential. As part of Verizon Connect, your talents will impact thousands of customers around the world. You’ll be making a real difference in the everyday lives of people everywhere. In Verizon Connect we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

What you’ll be doing…

Full-time leadership role within the Global Customer Success organization. The Customer Success team is obsessed with assisting customers to reach their business objectives while driving the best in class customer experience and assuring revenue retention and growth through long-term relationships with our clients. Key daily activities include (but are not limited to) enabling a frontline team of Customer Success Managers (CSM’s) to actively communicate with customers and help fulfilling their expectations and business objectives, manage renewal pipeline, identify and address risks, and build long term relationships with the customer base. Additionally as a leader you will be acting as a customer facing escalation point, while driving improvements and ensuring your team meets expected key metrics for your book of business.

Essential job functions:

• Consistently drive the French Customer Success team towards delivering best in class customer experience and achievement of business objectives.
• Actively monitor and manage team’s performance to meet the global key metrics (such as but not limited to net revenue retention rate, customer satisfaction score, service quality).
• Maintain up to date performance actuals and forecasts.
• Represent French book of business in performance reviews.
• Enable the team to efficient and effectively manage their customer portfolios throughout the customer lifecycle.
• Lead, mentor, coach, and develop a high performing team of CSM’s in France.
• Be comfortable mitigating and managing escalations with customers.
• Identify and drive process improvements to allow the best customer and employee experience (“A Beginners Mind-set”).
• Actively cooperate with stakeholders and teams across the globe.

What we’re looking for…

The ideal candidate should have knowledge and experience in supporting IOT/telematics branch customers, leading teams and a proven record for clear understanding of what drives best in class customer experience, as well as strong willingness to develop further.

The people leader we are looking for should have well developed skills listed below:

• Bachelor’s degree or four or more years of work experience in B2B customer service environment with proven ability to develop relationships with customers;
• Four or more years of relevant people leadership work experience in a commercial or customer service environment;
• Fluent written and verbal communication in English and French is required (mandatory);
• Excellent communication, listening and troubleshooting skills;
• Previous experience working with SAP, Salesforce & Gainsight are an advantage;
• Well-developed time management and prioritization skills;
• Structured “can-do” approach to navigate through a demanding and complex environment;
• Methodical and conscientious documentation skills;
• Willingness to develop while identifying opportunities over self-reflection.

What we’re offering

• Full-time employment agreement in a stable and growing international company with a winning team spirit and high customer satisfaction level.
• Attractive pay with incentives as well as additional benefits.
• Personal development opportunities – recurring training, workshops and online webinars as well as special study programs.
• Growth opportunities – the company size and wide geography offers no limits in advancing careers and fulfilling personal goals.
• International and modern working environment – company provides best in class facilities and up to date working tools.
• Work that matters – the work we do every day impacts the overall success of many businesses and helps to make the world more environmentally friendly.

Where you’ll be working

In this hybrid role, you’ll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

35

Diversity and Inclusion

We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

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