Analyst-Account Svcs
About The Position
The Government Customer Success Representative role is part of Verizon’s Customer Success organization and supports a portfolio of public sector and government contract accounts, including GSA and Sourcewell. The representative serves as a trusted advisor to clients such as local law enforcement and emergency services, municipal utilities, and school districts. The role focuses on delivering business value, encouraging adoption of the Verizon Connect platform, maintaining open communication, protecting revenue, and mitigating account risk in partnership with New Sales, Expansion Sales, Technical Support, and Premier Success. The position is hybrid, with a defined work location that includes working from home and at least three office days per week, as set by the manager. The scheduled work week is 40 hours.
Requirements
- Associate’s degree or at least one year of equivalent client-facing work experience.
- Experience in customer success, account management, or specialized technical customer support.
- Experience supporting public sector, government, or highly regulated enterprise accounts, such as accounts using GSA or Sourcewell frameworks.
- Strong written and verbal communication skills.
- Collaborative mindset focused on cross-functional partnership.
- Ability to solve problems, take ownership of client relationships, defuse tense situations, and address customer concerns clearly and promptly.
- Ability to manage time independently in a disciplined and structured manner.
Nice To Haves
- Bachelor’s degree with at least two years of equivalent client-facing work experience.
- Experience with SaaS platforms, fleet safety, telematics, or data-driven software solutions.
- Experience navigating complex contract renewals or billing and revenue resolution pathways.
- Proven ability to work successfully in a hybrid environment.
Responsibilities
- Help clients derive maximum value from their investment in the Verizon Connect platform and support platform adoption.
- Plan regular, high-impact customer touchpoints to understand challenges and uncover operational needs.
- Collaborate with Sales, Support, and Premier Success colleagues to provide a unified customer experience and accelerate issue resolution.
- Defuse escalations, identify technical or billing issues, and work with specialized teams on risk mitigation plans that support account continuity.
- Communicate with stakeholders ranging from fleet managers and sales agents to senior department directors.
- Share customer insights with product and operations teams and provide feedback to support continuous service improvement.
- Protect revenue and mitigate risk across a portfolio of public sector and government contract accounts.
Benefits
- Medical, dental, and vision coverage
- Short- and long-term disability insurance
- Basic and supplemental life insurance
- AD&D insurance
- Identity theft protection
- Pet insurance
- Group home and auto insurance
- 401(k) savings plan with company match
- Up to 8 company-paid holidays per year
- Up to 6 personal days per year
- Paid parental leave
- Adoption assistance
- Tuition assistance
- Incentive-based compensation with potential to earn more
- Potential premium pay, including overtime, shift differential, holiday pay, and allowances, depending on the role
- Up to 15 days of vacation per year for newly hired employees, increasing with additional service
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
