Consultant - Project & Program Manager
About The Position
As a Customer Success Program Consultant within Verizon Connect’s Global Customer Success organization, this role supports and executes initiatives that contribute to customer growth, retention, and renewals. Reporting to the Senior Director of Account Services, the position manages day-to-day renewal activities and helps deliver programs aimed at minimizing churn and growing revenue. The work contributes to improved revenue retention, performance against key performance indicators, and customer expansion. The role supports planning, development, and execution of churn mitigation and renewal-focused programs across the GES organization. It tracks renewal performance, analyzes program data, prepares reports for leadership, investigates reporting discrepancies, and helps identify and resolve project issues. Team members also participate in culture-building activities and may lead projects or programs that support employee engagement. This is a hybrid role with a defined work location that combines work from home with a minimum of three days per week in the office. The schedule is 40 hours per week.
Requirements
- Bachelor's degree or four or more years of work experience.
- Four or more years of relevant experience, demonstrated through work experience and/or military experience.
- Solid understanding of basic customer success principles and customer lifecycle management.
- Proficiency with data management tools, including Google Workspace suite, Gong, Gainsight, Salesforce, Staircase, Looker, AWS QuickSight, and Smartsheet.
Nice To Haves
- Experience delivering business review presentations to executives.
- Experience in a B2B SaaS environment.
Responsibilities
- Assist the Senior Director of Account Services with planning, developing, and executing churn mitigation and renewal-focused programs.
- Prepare documentation, schedule meetings, and track action items to support program and project execution across the GES organization.
- Track and report organizational KPIs, including 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 trends and insights for leadership.
- Lead investigations into reporting discrepancies and compile progress toward resolution.
- Identify potential roadblocks or issues in projects and programs, communicate them to the Senior Director of Account Services, and assist with resolution.
- Participate in team culture-building events and, as requested, lead projects or programs supporting employee engagement.
Benefits
- Medical, dental, and vision coverage.
- Short- and long-term disability insurance.
- Basic and supplemental life insurance and AD&D insurance.
- Identity theft protection, pet insurance, and group home and auto insurance.
- 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.
- Newly hired employees receive up to 15 days of vacation per year, increasing with additional service.
- Potential incentive compensation and premium pay, depending on the role.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
