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Client Service Manager

Not Remote Avaya
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Job Detail

  • Job type Full time
  • Job categories Business & Management

Job Description

The Client Service Management team manages the service relationship with some of Avaya’s key Customers and Partners who demand and value the smoothest of interactions with regards services both reactive and proactive, recognizing the value that their infrastructure delivers, and the cost of it not performing at the highest possible level of service.

The person hired into this position will act as a dedicated or designated liaison between the company and customers to improve customer satisfaction and to meet service level agreements. Responsible for the timely resolution of day to day problems and break/fix incidents for technical or operational issues. Configurations and customers are generally highly complex, strategic and/or global in nature. They may team with any of the following to develop and implement an account management strategy that drives company revenue: account managers, project and program managers, engagement managers, systems engineers, sales team members, and service providers. Must use, train, and serve as a subject matter expert on a wide range of tools to streamline efforts in troubled case management, escalation, and fault avoidance through proactive engagement.

They will possess and maintains a clear understanding of key customer service entitlements and proactively monitors daily. Must ensure service plans align with revenue objectives. Must have a high-level understanding of the company’s products and be able to leverage technical resources to expedite problem resolution. Work is performed with minimal direction and reviewed by senior management. Provides resolutions and service recommendations to a diverse range of complex problems.

ABOUT THE RESPONSIBILITIES

 

·      Working directly with paying customers and/or partners

·      Guiding staffing delivery resources and ensuring that qualified internal and contractor resources are in place to meet program or other goals according to plan

·      Managing relationships between delivery resources on a daily basis, including contractors, site staff, local field service, engineering, supplier groups and Sales Account Managers

·      Conducting and participating in readiness reviews, service reviews, CSAT reviews and satisfaction reviews

·      Monitoring, measuring and improving overall Customer satisfaction through process improvement, resource improvement and other steps, either directly or through escalation

·      Managing risk and impact of Customer change requests and identifying service implications

·      Predicting service requirements

·      Tracking, facilitating and driving technical issue resolution within agreed SLA/SLO

·      Ensuring Entitlement accurately reflected in Avaya tools

·      Ensuring the customer is aware of potential risks, e.g. Life Cycle Management

·      Supporting contract renewal activities

·      Seeking additional revenue opportunities

 

ABOUT THE REQUIREMENTS

To be successful in this role you will need to be enthusiastic, have excellent attention to detail, ability to empathize, and ability to stand firm when necessary. You will be managing service support performance within Avaya.

Required Skills

·      Must be able to speak English sufficiently to easily communicate to the service support teams located across the globe

·      Avaya product portfolio expertise would be highly advantageous

·      Project management experience, and qualifications would be highly advantageous

·      Ability to present and summarize, complex situations to customers who may not be technical

·      Typically requires 8 to 10 years’ experience and a Bachelors’ degree or equivalent

·      Will be required to travel to sites for regular and emergency customer meetings, as required

·      Must have a driving license

 

Must-Haves:
1.   Avaya product knowledge
2.   Native Russian and fluent English (writing and speaking)
3.   Project management experience

Nice-To-Haves:
1.   Excellent attention to detail, ability to empathize, and ability to stand firm when necessary

 

Travel Required
Up to 40% of the time

 

Interview Steps:
1.   Hiring manager
2.   BU Lead
3.   HR Manager

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