Josh Rivera

Background

About Josh Rivera

As an Associate Director at Verizon Connect, I have led a team of CSMs and Strategic Account Managers who are responsible for driving key performance indicators such as retention, churn, net account revenue, NPS, and customer health. I have over 10 years of experience in the computer software and Software as a Service (SaaS) industries with 7 years experience in telematics. I have a range of experience working with Public Sector (Government) and Private commercial companies. I've had the pleasure of managing territories ranging from SMB, Mid-Market, Enterprise to Strategic accounts. My core competencies include leadership, management, customer success, customer experience, churn prevention, revenue drivers, and client relationships. I leverage tools such as Salesforce, Gainsight, Power BI, and Tableau to monitor and optimize the business health of my territory. I also handle customer escalations, coach CSMs on best practices, and create success plans tailored to the customer's objectives and ROI. My passion is people and the relationships I foster along my journey. My goal is to deliver value, satisfaction, and growth to my customers and my employees!