Federal Service Manager

at  Verizon

WHEN YOU JOIN VERIZON

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

WHAT YOU’LL BE DOING…

This Federal Service Manager role resides within the Public Sector, VBG organization, providing post-sales, life-cycle relationship, governance and support to solve a wide range of issues or challenges. The Federal Service Manager serves in a customer relationship management role based on intimate awareness of customer purpose, mission and objectives. Responsible for the onboarding, adoption, outreach, expansion and retention of customers based on success outcomes. Performs analysis of issues or problems and monitors defined KPIs (Key Performance Indicators) across several technologies and implements action plans when metrics fall below agreed KPIs. Special attention and focus on partnering with Incident Management to resolve business challenges and growing customer’s relationship with Verizon. Responsible for coordinating the establishment of customer specific success plans that align with customer target outcomes, for providing analytical support, tracking projects (e.g., assisting in budget analysis and financial analysis, drafting cost estimates, work statements and billing). Support the efficient collection, storage, transfer, manipulation, reporting of data as well as the need to deliver information for use by decision makers. This role is situated in the United States only.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Identify opportunities within Federal Civilian Agencies that can drive new revenue growth through a keen awareness of customer’s motivation for buying & target outcomes.
• Establishment of positive customer relationships to drive trust and loyalty.
• Present Verizon performance information to executive level customers.
• Identify new or existing solutions that achieve customer goals.
• Resolve complex business problems or escalations by collaborating with internal and external stakeholders as needed.
• Develop and deliver quarterly program reviews. (QPR’s)
• Act as escalation POC to the customer for all service related matters and lead efforts to escalate across internal functional groups to resolve service or client business impacting issues.
• Accountable for all issues related to service areas: repair, ordering/MACD, billing, VEC enablement
• Investigate the underlying cause of incidents, and prevention of incidents of a similar nature from recurring
• Consult with Verizon subject matter experts and Network Engineering and Network Analysis organizations to reduce number of incidents
• Coordinate fault resolution with the technical experts (e.g. on-site technicians, third party vendors, external telecom service providers, etc.).