Spiwe Rose
DFW
Summary
Client Success, Project Management, and Service Program Manager with 15+ years of experience leading global client services, strategic account governance, and program delivery. Proven ability to manage high-value accounts, drive customer retention, and execute business-critical initiatives that improve service delivery and profitability. Skilled in stakeholder engagement, cross-functional leadership, and process improvement to enhance customer experience and operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Success Specialist
Verizon Wireless
Irving, TX
03.2025 - Current
- Deliver world-class customer success by resolving billing, technical, and account issues for a high volume of clients, consistently achieving CSAT scores above target.
- Build trusted relationships with customers by providing personalized solutions to improve engagement and retention.
- Collaborate with internal teams to resolve escalations quickly, ensuring service continuity and client satisfaction.
- Identify process gaps and recommend improvements to enhance efficiency and reduce churn.
- Key Achievements: Improved first-contact resolution rates by 15%, reducing escalations and improving client satisfaction.
Client Services Manager
HCL Tech
Irving, TX
11.2023 - 12.2024
- Served as dedicated client success manager for high-value global accounts, ensuring seamless service delivery and adherence to SLAs and KPIs.
- Managed governance programs, conducted Quarterly Business Reviews, and provided strategic insights to optimize client operations.
- Directed cross-functional teams (billing, order management, network operations) to resolve complex client issues, ensuring minimal disruption to business operations.
- Oversaw platform migration projects, including customer training and adoption to ensure smooth transition with zero service impact.
- Key Achievements: Successfully managed $10M+ in client accounts while maintaining 100% SLA compliance. Led process improvement initiatives that reduced service delays by 20%.
Client Services Manager
Verizon Business Group
Irving, TX
01.2019 - 11.2023
- Acted as primary client advocate for enterprise accounts, managing complex escalations and ensuring high service quality.
- Delivered executive-level business reviews (QBRs & MBRs) presenting performance metrics, SLAs, and strategic recommendations.
- Partnered with finance to analyze receivables and aged debt, reducing outstanding balances and improving cash flow.
- Conducted data analysis and reporting for inventory accuracy and compliance with client SLAs.
- Key Achievements: Increased customer retention by 15% year-over-year through proactive engagement strategies. Managed global account governance programs, ensuring operational excellence across multiple regions.
Sr. Coord- Client Service Management
Verizon Business Group
Irving, TX
03.2016 - 01.2019
- Supported multiple accounts within the Verizon Business Group, aided with customer portal education and registration.
- Assisted clients with training resources for order management, inventory tracking, invoice inquiries, and repair ticket processes within the Verizon Enterprise portal. Managed client SLAs to meet contractual commitments and minimize SLA credits.
- Provided guidance and support on financial and contractual matters, ensuring alignment with client objectives and contractual obligations.
- Guided and advocated for escalations in technical support as needed, ensuring timely resolution of issues and maintaining client satisfaction.
- Delivered post-sales billing and technical support, including invoice reviews, credit management, and responses to billing inquiries.
- Developed and maintained client relationships and communication throughout the issue resolution lifecycle.
- Facilitated and led the escalation and coordination of network repair teams, vendors and third-party partners to deliver timely remedial solutions.
- Effectively managed internal and external resources to resolve complex issues and ensure customer commitments were consistently met.
- Additional Roles at Verizon (2010 – 2019) Positions: Sr. Coordinator – Client Services Management | Team Lead Coordinator | Customer Loyalty Rep | Customer Advocate | Financial Services Sr. Rep
- Provided post-sales support, account management, and financial services leadership for enterprise and consumer accounts.
- Led escalation resolution, reducing churn and improving NPS scores.
- Mentored and coached team members to enhance performance and customer experience.
Education
Bachelor's degree - Business Management
University of Zimbabwe
Harare, ZimbabweSkills
- Client Success Management
- Program & Project Management
- Strategic Account Governance
- Service Delivery Optimization
- KPI & SLA Management
- Customer Retention
- Change Management
- Escalation Management
- Process Improvement
- Global Operations
- SaaS Solutions
- Risk Mitigation
- Financial Oversight
- Stakeholder Engagement
Certification
- Information Technology Infrastructure Library (ITIL) V3 Foundation
- Project management Professional (PMP)
Timeline
Customer Success Specialist
Verizon Wireless
03.2025 - Current
Client Services Manager
HCL Tech
11.2023 - 12.2024
Client Services Manager
Verizon Business Group
01.2019 - 11.2023
Sr. Coord- Client Service Management
Verizon Business Group
03.2016 - 01.2019
Bachelor's degree - Business Management
University of Zimbabwe