Customer Success Executive

About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.

Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.

The richness of Avaya’s global team diversity is our greatest strength, and we are committed to being a workplace where authenticity and individuality are celebrated and different perspectives are embraced. Learn more at www.avaya.com.

ABOUT THE OPPORTUNITY

The Customer Success Manager serves as the owner of the post-sale relationship, focused on driving the onboarding, adoption, expansion, renewal and NPS improvement. The CSM ensures all customers are successfully using the technology solutions they have purchased, understands how those solutions are driving critical business outcomes, and identifies potential opportunities to expand on those solutions.  

• Manage 4-8 of Avaya’s largest, most complex customers
• Establish and develop relationship with both economic buyer and end user leadership, ultimately becoming their most trusted advisor at Avaya
• Maintain, grow and retain monthly recurring revenue for assigned customers
• Take accountability for the success of the customer, beginning at the onboarding phase
• Coordinate with key Avaya and customer stakeholders to manage expectations during the onboarding phase
• Facilitate the adoption of the solution, define success KPIs, drive awareness and education across multiple stakeholder groups
• Manage the P&L of the customer; understand the resources contractually required to deliver on the customer promise; be accountable to revenue results and projections across all customer initiatives and opportunities, including 3rd party contracts
• Run cadence of weekly checkpoints, MBR, and QBR to help track against success KPIs and discuss actions to address gaps
• Contribute to closed-loop feedback with the product team to ensure the voice of the customer is accounted for in enhancements and improvements
• Ensure Avaya is delivering on the promise to customer to achieve desired business value, and renew all contracts associated with that customer
• Revenue retention of supported accounts 
• Increase in incremental revenue with expansion or additional value-added services 
• Migration to Opex delivery model (such as subscription or cloud)
• Client Health score stable or improving
• Accuracy of renewal and revenue outlook
• Conducting of regular visits to clients, engaged at client executive levels
• Leadership of semi-annual or annual tailored road mapping program 

ABOUT YOU

• 8-10+ years of direct and demonstrated customer success experience in a SaaS model
• Experience selling and/or supporting software solutions, products and services
• Proven track record of success with a demonstrated history of meeting customer satisfaction goals
• Driven by personal, team and company achievement with a commitment to excellence
• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness across multiple teams
• Solution-oriented mindset to understand and solve complex customer issues
• Experience and comfort in interacting with and influencing customer landscapes
• Strong communication skills – written and verbal – with an understanding of situational best practices
• Excellent presentation skills
• Ability to lead, manage or influence both internal Avaya resources as well as customer resources to achieve successful outcomes

COMPENSATION

The pay range for this opportunity is from $117,810 to $147,210 + target sales incentive + benefits

This range represents the anticipated low and high end of the salary for this position. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, competencies, and location.

Experience

Education

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).