GEA-Account Services
About the position The Business Government Customer Organization (BGCO) is obsessed with assisting customers to reach their organizational objectives while delivering the best-in-class customer experience and assuring revenue retention and growth through long-term relationships with our clients. As a Global Enterprise Advisor (GEA), your key daily activities include actively communicating with customers to assist with managing their Verizon wireless account while identifying opportunities to provide solutions for their business needs. You are the internal advocate for our business customers. Your role is to build strong customer relationships that drive growth for Verizon while advocating for the customers' needs through collaboration with our internal teams. You'll drive online tool enablement and adoption, proactively develop strategies and solutions for complex challenges based on account analysis, maintain ongoing service improvements for accounts as well as de-escalate concerns and issues. All this requires excellent customer service skills, time management, strong positioning & negotiation skills, and the ability to build strong internal partnerships; including sales, information technology teams, contracts and finance to find mutually beneficial solutions. You will use Salesforce (SFDC) for reporting, analysis, Quarterly Business Review (QBR) generation, proactive creation and maintenance of Strategic Action Plans, funnel management activities, and additional activities that maintain and grow the customer relationship and business portfolio. Maintaining up-to-date client account profiles and oversight of contract deliverables is essential to success. Implementing and tracking multiple projects for assigned accounts will also be important. It is critical to be able to work closely with key partners to maintain a continuous flow of information specific to project status, and to proactively identify potential issues and/or opportunities. Requires strong execution of Life Cycle Management techniques to improve performance in strategic priorities including Churn, Customer Relationship, Digital, etc. GEA's are responsible for optimization of accounts for increased revenue generation.
Responsibilities
- Actively communicate with customers to assist with managing their Verizon wireless account.
- Identify opportunities to provide solutions for business needs.
- Build strong customer relationships that drive growth for Verizon.
- Advocate for customers' needs through collaboration with internal teams.
- Drive online tool enablement and adoption.
- Develop strategies and solutions for complex challenges based on account analysis.
- Maintain ongoing service improvements for accounts.
- De-escalate concerns and issues.
- Use Salesforce for reporting, analysis, and QBR generation.
- Create and maintain Strategic Action Plans.
- Implement and track multiple projects for assigned accounts.
- Maintain up-to-date client account profiles and oversight of contract deliverables.
Requirements
- Bachelor's degree or one or more years of work experience.
- Experience with facilitation and communication across all levels of the organization including customer-facing communication.
- One or more years of customer service and/or sales experience.
Nice-to-haves
- Experience in customer service and/or account management (e.g. public sector, large enterprise, SMB).
- Experience working in a sales environment.
- Experience in problem solving and/or de-escalations.
- Experience in Google's G-Suite (e.g., Docs, Sheets, Slides) and Microsoft Office Suite (Word, Excel, PowerPoint).
- Experience auditing, pulling, reporting and analyzing large multi-faceted data.
- Experience in creating and presenting work results to stakeholders and/or leadership.
- Experience using Workflow Manager (WFM) and/or Salesforce.
- Demonstrated self-discipline, time management skills, resourcefulness, and the ability to work collaboratively in a remote environment.
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