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Engagement Management Manager I

Date:  Dec 21, 2021

Fredericton, NB, CA

Requisition ID:  31439


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.


The Engagement Manager is the customer advocate, aligned with customer decision-makers and partnering with our existing customer base to identify the customer’s needs, uncover new applicable technology and engage with sales partners or leads to translate into actionable business plans. The Engagement Manager is responsible

for Managed Services contract fulfilment/negotiation/changes, customer/revenue retention and growth, P&L input, revenue forecasting, assets, responsibility to drive their assigned account success and identify/execute on internal efficiencies.

To be successful in this role you will need to be able to lead pre-post sales activities and lead virtual teams to achieve customer results.


  • This Engagement Manager (EM) will be focused on a large Managed Services customer with both Unified Communications and Contact Centre rquirements.
  • Being onsite a few days per week is ideal to establish customer relationships.
  • The EM has commercial responsibility and identifies/drives the pre- and post-sales activities for our existing clients. As well, the EM will serve as a focal point or SPOC for other Avaya personnel to ensure that customer requirements and Avaya deliverables are well communicated.
  • Responsible for contract negotiations and renewals, including Deal Review / Capital Approval process lead for renewal or up-scope opportunities
  • Responsible for customer satisfaction levels and improvement plans including end-to-end escalation management for client executives
  • Expertise of Avaya products, services, offers and tools
  • Responsible for aligning service plans and revenue with objectives, market trends, and strategy for displacement of competitive service offerings.
  • Acts with minimal guidance or works with sales channels assessing customer requirements, makes presentations to customers, and develops customer account reviews in order to establish Avaya as a strategic partner.
  • Provides input into strategic business plans and goals with identified business needs and solutions.



  • Proven Large account management experience (+$1M per annum)
  • Experience in garnering, maintain and expanding client executive relationships and owning the customer satisfaction scores
  • Proven experience in acting as a customer advocate and dealing with customer satisfaction programs
  • Ability to work effectively with all regional leaders to implement global services offerings
  • Experienced in generating services revenue and sales
  • Proven experience in managing client relationships, developing strategies and facilitating escalations
  • Working knowledge of IP telephony and Contact Center solutions and terminology
  • Experienced in presenting to executive level clients
  • Excellent verbal and written communication skills Excellent project management skills



  • Strong financial management skills
  • Strong contractual negotiation skills
  • Excellent business acumen and ability to translate complex requirements into simple
  • Proven ability to grow trusted relationships with customers
  • Demonstrable ability to lead cross functional teams by empowering people to execute.
  • Competitive/ industry knowledge
  • Ability to analyze and compare potential solutions from both a financial and technical perspective.



  • Ability to be on the customer site a few days per week in Fredericton NB is desired.



  • A Bachelor’s degree in a related field or solid experience working with or for customers utilizing Avaya or similar products and services.
  • ITIL training, certification and/or strong managed services experience
  • Avaya (or similar) training/certification at a sales or technical level an asset.


Pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules, the following will apply to all candidates that are hired for a role in either an onsite office location in Colorado or remotely in Colorado:

  • Salary ranges are based on a good faith estimate based on a number of factors including specific skills, how many years of experience you have and comparison to other employees already in this role;
  • Most candidates will start in the bottom half of the range and may vary above and below the stated amounts, as permitted by Colorado Equal Pay Transparency Rule 4.1.2;
  • Similar positions located outside of Colorado will not necessarily receive the same compensation;
  • If performed in Colorado, the annual salary generally ranges between $xxx,xxx.xx - $xxx,xxx.xx with the opportunity for a company-wide annual discretionary bonus, through our Annual Incentive Plan (AIP), of up to X% of eligible pay; and
  • We do not request prior salary information.


5 - 8 Years of Experience


Bachelor degree or equivalent experience


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. 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