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Cloud Office - Customer Success Senior Manager - Remote U.S.

Date:  Jul 13, 2021
Location: 

Denver, CO, US

Requisition ID:  30370

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

ABOUT THE OPPORTUNITY

At Avaya, our Customer Success Managers serve as the owner of the post-sales relationship focused on driving onboarding, adoption, expansion, and retention of the customer.  If you join our team, your day to day focus will be highly visible within the company and will focus on relationship building, adoption services and customer utilization, driving the outcomes necessary for the success of our customers. You will be the leader, coach, quarterback, mentor and advisor within Avaya to ensure our on-going relationship with these customers, with a focus on delivering increasing value to them as well as to Avaya. 

 

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ABOUT THE RESPONSIBILITIES

  • Maintain, grow, and retain monthly recurring revenue for Avaya's cloud customers
  • Develop strong customer relationships and serve in the role of Avaya believed partner
  • Coordinate with the appropriate Day 1 team to ensure flawless execution of the onboarding experience
  • Drive the adoption of the solution, driving awareness, education and action in ensuring that your customers are realizing the benefits of the solution and its capabilities.
  • Be the solution evangelist for the customer, create and execute action plans to address gaps in utilization
  • Ensure customer satisfaction: addressing technical demands and acting as sales liaison, and including partners to better support premium Avaya customers
  • Partner cross-functionally with support, professional services, and sales and marketing departments to create customer success that drives positive customer satisfaction and account growth
  • Contribute to close-loop feedback with Product Line Management to ensure the voice of the customer is considered in product advancement
  • Ultimately be accountable for net retention of the customers assigned

ABOUT THE REQUIREMENTS

  • 8+ years of direct and demonstrated customer success and/or technical account management experience.
  • Proven track record of success with a demonstrated history of customer satisfaction goals
  • Experience with Gainsight a plus
  • 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 for executive level audience including Vice Presidents and Chief Information Officers
  • Ability to lead, manage or influence both internal Avaya resources as well as customer resources to achieve successful outcomes
  • Experience with VoIP technology and terminology including SIP, RTP, QoS, COS, and codecs preferred
  • BS or equivalent education and relevant experience

Education

Bachelor degree or equivalent experience

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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).


Nearest Major Market: Denver