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Services Success Manager II

Date: 
Location: 

Durham, NC, US

About Avaya

Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya offers a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

Short Description

At Avaya, our Customer Success Managers serve as the owner of the post-sales relationship focused on driving onboarding, adoption and education of our solution set.  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. 

Responsibilities
  • Maintain, grow and retain monthly recurring revenue for Avaya's most valued customers
  • Develop strong customer relationships and serve in the role of Avaya trusted partner
  • Initiate the relationship with the customer by creating a smooth and meaningful onboarding experience
  • Facilitate the adoption of the solution, driving awareness, education and utilization by serving as the chief evangelist within your customer set, ensuring that your customers are realizing the benefits of the solution and it’s capabilities.
  • 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
Qualifications
  • 3+ years of direct and demonstrated customer success experience
  • Proven track record of success with a demonstrated history of 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
  • Experience with VoIP technology and terminology including SIP, RTP, QoS, COS, and codecs preferred
  • BS or equivalent education and relevant experience
Experience
3 - 5 Years of 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. For Job Postings within European GDPR Countries you can access this document for additional Data Privacy Information: https://www.avaya.com/en/documents/gdpr-info-applicants.pdf


Nearest Major Market: Durham
Nearest Secondary Market: Raleigh