Manager, Support (Enablement)

Job Description

What you’ll be doing...

Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.

As a SaaS leader, we know our talent is the most important component of our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a merger environment with the resources, operational excellence, and brand recognition of an established tech giant.

The Support Manager (Enablement) is responsible to ensure Global Customer Success Managers and Support Teams along with their direct managers are equipped to achieve and execute their Fundamentals and Business Levers.

You will manage functions essential to productivity across the Global Customer Success (GCS) Organization in N. America. You report to the Sr. Manager of Ops and Enablement and must be able to communicate, present and relay results at an executive level, as you will be the main contact for enablement priorities and work streams for GCS. You are required to have the ability to deal with highly complex situations, which require in-depth analysis, evaluation, conceptual and critical thinking in a dynamic environment. You will be responsible for unifying and executing components including Voice of the Customer, GCS Ops, and Sales Enablement. Must be able to assess, make business recommendations and execute decisions to drive toward company objectives.

• Help Sr. Manager with Enablement strategy to develop programs that include role-specific onboarding, ongoing skill training for role excellence, cross-functional/product training, and productivity tools to drive efficiency.
• Create, deploy and drive Support & Customer Success Manager playbooks (N. America) to enable best business practices, drive value-based customer conversations and retention. Partner closely with GCS leadership to align Enablement programs and priorities.
• Partner across teams and business units to build GCS-wide narratives, coordinated campaigns, and business initiative communications.
• Influence, measure, and report on the productivity and effectiveness of Enablement investments (Gainsight), programs, and initiatives to drive adoption and process change without authority.
• Build strong cross-functional partnerships with various business partners (Learning & Development, Sales, and Marketing, Product and Finance teams), external vendors, and internal key stakeholders to create collaboration, and streamlined processes to produce a positive customer experience.
• Lead categories of supplemental training which include: process change, product/competitive intelligence, discovery, churn mitigation, customer narratives, and executive business reviews.
• Engage with customers and GCS front line team members to understand challenges, opportunities, and design responsive enablement materials.

What we’re looking for...

You'll need to have:

• Bachelor’s degree or four or more years of experience.
• Six or more years of experience in Operations, Enablement or Sales Management.
• Willingness to travel.

Even better if you have:

• Bachelor’s degree in Communication, Organizational Change Management, Business Administration, Marketing, or a related field.
• Adept at continuous improvement knowledge (LEAN), project management and cross-functional collaboration.
• Advanced computer program skills; Microsoft Excel, Google, Advanced Salesforce CRM, Gainsight Administration.
• Strong business acumen and analysis experience.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.