Consultant - Project & Program Manager

About the role

As a Customer Success Program Consultant, you'll play a vital role in supporting and executing key initiatives that directly impact customer growth, retention and renewals within our Global Customer Success organization at Verizon Connect. Reporting directly to the Senior Director of Account Services, you'll be instrumental in the day-to-day management of renewals and successful delivery of programs aimed at minimizing churn and growing revenue. Your work will directly contribute to improving revenue retention, key performance indicators (KPIs) and driving expansion across Verizon Connect.

Responsibilities

• Assist the Senior Director of Account Services in the planning, development, and execution of churn mitigation and renewal-focused programs, including preparing documentation, scheduling meetings, and tracking action items to ensure program and project execution across the GES organization.
• Track and report on organizational KPIs, providing regular updates on team performance against renewal targets.
• Collect, organize, and analyze data related to churn and renewal initiatives; prepare regular reports on program progress and performance metrics, highlighting key trends and insights for leadership.
• Lead investigation into reporting discrepancies and compile resolution progress.
• Proactively identify potential roadblocks or issues within projects and programs, communicating them to the Senior Director of Account Services and assisting in their resolution.
• Participate in culture building events and may be asked to lead projects or programs to support employee engagement.

Requirements

• Bachelor's degree or four or more years of work experience.
• Four or more years of relevant experience required, demonstrated through work experience and/or military experience.
• A solid understanding of basic customer success principles and customer lifecycle management.
• Proficiency in data management tools including Google Workspace suite, Gong, Gainsight, Salesforce, Staircase, Looker, AWS Quicksights and Smartsheets.

Preferred qualifications

• Experience delivering business review presentations to executives.
• Experience in a B2B SaaS environment.

Work location & schedule

This is a hybrid role with a defined work location that includes working from home and a minimum of three days per week in the office, as set by your manager. Employees are responsible for maintaining compliance with hybrid work policies. Scheduled weekly hours: 40.

Benefits

Benefits include medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance, and group home & auto insurance. Also offered: matched 401(k) savings plan, up to 8 company paid holidays per year, up to 6 personal days per year, paid parental leave, adoption assistance, tuition assistance, and other incentives. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. Part-time eligibility varies by individual circumstances.

Pay

The annual salary range for the location(s) listed on this job requisition based on a full-time schedule is $78,000.00 – $150,000.00. For Illinois location(s), the range is $86,000.00 – $150,000.00. This is an incentive-based position with the potential to earn more. Compensation for part-time roles will be adjusted to reflect hours.