What you’ll be doing...

When the clients you support need an advocate and trusted advisor, you’ll be there to solve their problems and own the overall relationship. Your work will focus on aligning our services with the business goals of your clients and drive win-win opportunities for all parties. You will play a pivotal role in driving the satisfaction and retention of your clients. As part of a fast-paced, results-oriented team, you will also collaborate with other functional teams.

  • Establishing a strong advisory relationship with client management to understand their needs and align our products and services.
  • Developing client plans with goals and key performance indicators and monitoring progress.
  • Serving as an advocate for client needs and issues across the company and ensuring effective resolution.
  • Designing and implementing activities to continually improve the value and impact of our products and services.
  • Identifying and developing opportunities to expand the client’s use of products and services and deepen our relationship.

We’re looking for someone to take charge of Skyward’s customer support efforts. It will be up to you to provide rapid customer support issue resolution and manage escalations by coordinating with Engineering, Product, Customer Success and Sales as necessary; all done with a highly professional and courteous demeanor. These support interactions can range from an end user having trouble with their password to the CEO of a global enterprise requesting a critical report. The most successful team members serve as an advocate to our clients by evaluating and prioritizing the most critical actions get addressed appropriately.

You are passionate about technology, drones, aviation, SaaS or all of the above. You’re a driven self-starter with a high level of personal integrity and curiosity, who can collaborate across teams. And, you’re an excellent communicator with a technical background.

Role & Responsibilities:

  • Support Skyward customers, helping them answer their questions or resolve an issue via email and phone, as appropriate
  • Manage Tier 1 & 2 customer support, escalating when necessary
  • Assist the team with in-application support and tutorials
  • Assist with ongoing iterations and updates of self-help documents
  • Assist QA with bug testing to ensure customer issues have been resolved
  • Identify repeat issues and escalate with Product and Engineer management to prioritize in the roadmap to reduce customer friction and increase customer satisfaction
  • Measure and share results of support activities cross-company
  • Create new methods of supporting our customers, such as creating a customer community
  • Thinking about how to make improvements; not afraid to implement changes that increase customer success
  • Special projects that drive Support, Customer Success & Sales effectiveness

What we’re looking for...

You have a drive to deliver superior customer service. Assessing a situation quickly and coming up with solutions comes naturally to you. Skilled at developing and nurturing strong business relationships, you are able to persuade and motivate others to achieve optimal outcomes that are mutually beneficial. You are a strong team player with the ability to take ownership of your work.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Experience in client relationship management.

Even better if you have:

  • A degree.
  • Five or more years of experience.
  • Experience increasing customer satisfaction, adoption, and retention.
  • Worked previously in the telecommunications industry.
  • Experience in closing sales at a management level.

You will need to have:

  • Bachelor’s degree or equivalent work experience
  • 1 to 3 years of customer-facing support experience, ideally in SaaS
  • Referenceable experience providing amazing customer service

Even better if you have:

  • Aptitude to learn technologies, such as DroneDeploy, DJIGo, Skyward and partner solutions
  • Experience with Salesforce, Service Cloud (or similar ticketing software), customer success platforms (Client Success preferred), Skilljar and JIRA
  • Skilled at communicating technical issues to both engineers and new users of all skill levels
  • Effective technical writing and presentation skills
  • Interest in the drone space, aviation and emerging markets
  • Willingness to tackle any challenge, even if not directly relevant to core competencies
  • Key characteristics: Patience, curiosity and self-motivated

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

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