Consultant - Project & Program Manager

Verizon • Temple Terrace, FL

3d • Hybrid

About The Position

As a Customer Success Program Consultant in Verizon Connect’s Global Customer Success organization, this role supports and executes initiatives that affect 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 intended to minimize churn and grow revenue. The work contributes to revenue retention, key performance indicators, and expansion across Verizon Connect.

The role assists with planning, developing, and executing churn mitigation and renewal-focused programs; tracks renewal performance; and gathers and analyzes data for reporting. It also identifies project or program roadblocks, communicates issues to the Senior Director of Account Services, and supports their resolution. Team members participate in culture-building events and may lead employee-engagement projects or programs.

This is a hybrid role with a defined work location. Employees work from home and in the office at least three days per week, with the schedule set by their manager. The role is scheduled for 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.
• 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.

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, 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 trends and insights for leadership.
• Investigate reporting discrepancies and compile progress toward their 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, vision, short- and long-term disability, basic life insurance, 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 and up to 6 personal days per year.
• Paid parental leave.
• Adoption assistance.
• Tuition assistance.
• Newly hired employees receive up to 15 vacation days per year, increasing with additional service.
• Potential premium pay, including overtime, shift differential, holiday pay, and allowances, depending on the role.
• Incentive-based compensation with the potential to earn more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level