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Client Service Manager II

Date:  Jun 19, 2022
Location: 

Gurgaon, IN

Requisition ID:  32149

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.

Job Information

Job Code: 00139364

Job Family: Services

Job Function: Value Added Services

Responsibilities


Responsibilities:

. Primary responsibility is to develop a trusting relationship with customer management and ensure
   customer satisfaction.
. Serve as the customer’s primary point of contact and the internal advocate for the customer.
. Proactively build & sustain relationship in the senior customer IT organization through strategic
   governance meetings and beyond.
. The position handles service delivery/ project management and serves as a point of escalation for the
   customer.
. Work closely with the Account team & the Support team leads to deliver results.
. Build and maintain strong client relationships and become the single point of escalation for the client
   across all products/platform understand client workflows and assist with addressing pain points Participate
   to internal projects when required.
. Conduct business reviews with clients on periodic basis.
. Address customer issues/concerns in accurate and timely manner.
. Work closely with clients to understand the business needs and to explore opportunities for growth.
. Work with management in developing timely solutions for client requirements.
. Provide business advice and consultancy to clients in effective manner.
. Maintain security and confidentiality of client information.
. Lead critical customer escalations.
. Own the Incident, Request, Release, Change and Escalation management processes, ensuring high levels of
   performance in these processes, accurate reporting and establishing service improvement activities when
   required
. Root cause Analysis.
. Lifecycle Management - Engage with Customer/Partner to proactively advise of Services Lifecycle
  milestones. CSM/SDM will analyse the customer solution using the published Avaya Lifecycle Matrix and
 Policy, and advise where action is required now, and where future budgetary planning is required for
 product upgrades
. Proactive Services - represent Avaya and facilitate Business Continuity Planning and Compliance Reviews,
  Risk Management Reviews, and Change Management Reviews. The SDM/CSM will assist with engagement
   of Avaya Professional Services for Security Audits and Network Readiness Assessments.
. Contract, SoW review & documentation experience.
. Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
. Participation in Contract renewals – migration from perpetual to subscription, add-on, etc
. Be a thought leader and drive innovation and transformation conversations with the Customer.

Experience

5 - 8 Years of Experience

Education

Bachelor degree or equivalent experience

Preferred Certifications

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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).